Field Engineer - North

Pendragon Group; London; On-site; GBP 30,000 - 45,000; Full time

Job summary

Pendragon Group is seeking a Field Engineer to join their UK team. This role involves providing technical support across stores, troubleshooting software and hardware issues, and working collaboratively with various teams. The ideal candidate should have extensive IT experience, strong problem-solving skills, and a customer-centric approach.

Qualifications

• 8+ years’ experience in IT or computer-related environment.
• Hands-on Service Desk/Call Center Specialist or Technician experience.
• Strong technical knowledge of Windows, Apple, and networking.

Responsibilities

• Provide Tier 2 technical support and serve as an escalation point.
• Liaise with manufacturers regarding technologies and services.
• Adhere to established KPIs in monthly reporting.

Skills

Customer Service

Problem Solving

Attention to Detail

Technical Knowledge

Team Collaboration

Education

IT Certifications

Job description

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As part of our UK Field Engineer team, the Field Engineer is responsible for providing quality technical support and customer service to all colleagues within the organisation. This includes frequent communication with manufacturers, third-party contacts, members of the wider IT Department, and store-based colleagues.

The primary focus of the Field Engineer is to support all UK stores and support functions. You will primarily work in the field troubleshooting software/hardware issues, performing break/fix tasks, move-add-change tasks, and receiving and resolving tickets in the ITSM platform. A customer-centric approach coupled with attention to detail and organisation skills will be highly valuable at every level of this position.

As a leading name in automotive retail, we’re dedicated to providing an incredible experience for our customers, both online and across our dealerships. We’re looking for someone to truly make an impact whilst fuelling our growth and driving our vision forward.

You’ll have the opportunity to be involved with:

• Provide Tier 2 technical support and customer service within the allocated AOR, and serve as an escalation point to Service Desk staff and store-based colleagues, tracking incidents and requests to resolution.
• Develop and maintain excellent working relationships with store-based colleagues, and provide support during annual leave to cover workload, and project activities, including project development and management tasks.
• Liaise with and support manufacturers regarding all technologies and services (including AV, diagnostic, and physical security equipment), and maintain server rooms and cabling infrastructure.
• Support acquisition activities through physical delivery of services for new locations and user deskside support through go-live, and strategic leveraging and coordination of 3rd party support services for scalability across multiple sites.
• Provide on-site support for IT Health & Safety concerns, manage PAT and five-year fixed wire testing, and administer Intune across Apple and mobile phone estates with device support.
• Adhere to established KPIs in monthly reporting (SLA’s, CSAT, etc.), manage and complete assigned Incidents, Requests, Problems, and Projects, and perform other duties and projects as assigned.

Do you have what it takes to be a Pendragon Associate? We’re looking for someone who has:

• IT and related certifications preferred, with 8+ years’ experience in an IT or computer-related environment, including hands-on Service Desk/Call Center Specialist or Technician roles, providing customer service and support via phone or in person.
• Experience in retail automotive and/or OEM automotive hardware/software preferred, with strong technical knowledge of Windows, Apple, networking, application, mobile, and telephony environments, as well as additional peripheral technologies such as audio, multi-function devices, and tablets/smartphones.
• Strong critical thinking and problem-solving skills using logic and reasoning to identify strengths and weaknesses of alternative solutions, with a strong attention to detail and sense of urgency.
• A team player who is professional and focused on providing exemplary customer service, demonstrating excellent communication skills both written and oral, able to articulate and troubleshoot issues over the phone or in person.
• Experience leading meetings, creating training documents, and demonstrating active listening skills by giving full attention to the words and body language of others, understanding the points being made, and asking appropriate questions.
• Strong and creative problem-solving skills, adaptability, and time management abilities, with the capability to prioritize workload and manage one’s own time effectively.

Here at Pendragon, together, we’re unstoppable. Collaboration is at the heart of our culture, and it’s the power of our group coming together that unlocks our potential to transform automotive retail. We thrive in a fast-paced environment where the doors are open, if you have the attitude and drive to walk through them. We’ll empower you with the opportunities to bring out the best in yourself, and in return you’ll support and bring out the best in others.

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