Technical Support Engineer

CAD-IT Ltd; Lighthorne; Hybrid; GBP 35,000 - 45,000; Full time

Job summary

A leading automotive support and consultancy firm in Lighthorne is hiring a Technical Support Engineer to join their Aftersales Technical helpdesk team. The role involves providing expert support to a global dealer network, minimizing repairs and ensuring efficient diagnostics. Candidates should have strong automotive experience, excellent communication skills, and be capable of working in a hybrid environment. The company offers a comprehensive benefits package focused on staff wellbeing and career progression.

Benefits

Private Medical Insurance

Company pension

25 days annual leave + bank holidays

Hybrid working

Long Service Award scheme

Enhanced maternity pay

Subsidized eye tests

Mental Health & Wellbeing Support Group

Qualifications

• Self-motivated with high attention to detail.
• Extensive servicing and maintenance procedures experience.
• In-depth understanding of automotive systems.
• Computer & IT literate.
• A clean driving license is required.

Responsibilities

• Minimise time spent on workshop diagnostics and reduce vehicle downtime.
• Provide technical support to dealers, ensuring Right First Time Fix.
• Liaise with Client Services for critical customer cases.
• Authorize high-value part replacements.
• Recommend improvements to technical publications.

Skills

Self-motivated

Organised

Attention to detail

Extensive servicing and maintenance experience

In-depth understanding of the Automotive sector

Excellent written and verbal communication skills

Full clean driving license

Education

Automotive, electronics or equivalent education

Tools

AMDS

EvO Diag

PicoScope

Job description

Overview

CAD-IT are seeking a Technical Support Engineer to join the Aftersales Technical helpdesk team providing technical support and assistance to a top automotive OEM worldwide dealer network.

Responsibilities

• Minimising time spent on workshop diagnostics, and reducing vehicle downtime
• Preventing the need for customers to return to the dealership for the same issue
• Supporting a Right First Time Fix approach
• Playing a key role in lowering warranty costs through efficient use of replacement parts and labour
• Collaborating closely with Quality, Product Development, and Manufacturing teams
• Helping to reduce service-related ownership costs by optimising spare parts and labour usage
• Striving to deliver industry-leading technical support and outstanding customer satisfaction
• Provide technical support to franchised dealer technicians and regional service staff across all vehicle models, recommending diagnostic strategies to ensure Right First Time Fixes
• Manage daily diagnostic vehicle cases via Spotlight (guided diagnostics system), interpret and qualify content, where necessary contacting the submitting Dealer Technician to review data to enhance understanding and improve the quality of submitted information and to provide diagnostic guidance to dealer technicians
• Support vehicle software updates by advising technicians or initiating remote diagnostic connection to the vehicle
• Authorise high-value part replacements to dealer network to assist in the control of warranty expenditure
• Foster strong collaboration with After Sales, Problem Definition, and all internal and regional teams to maintain technical expertise and address field concerns
• Liaise with Client Services to prioritise technical resolution of critical customer cases
• Recommend improvements to Technical Publications for consistent improvement and evolution of technical content within the following: Workshop Manual, Parts Manual, Owners\' Guides, Service Literature, Repair Operation Times/Man-Hour Schedules and Fault Codes, and Accessory Fitting Instructions

Qualifications and Skills

• Self-motivated, organised, with a high attention to detail and dedication to consistently producing excellent quality work on time and on budget
• Extensive servicing, maintenance procedures and diagnostic experience
• In-depth understanding of the Automotive sector
• Computer & IT literate
• Automotive, electronics or equivalent education
• Excellent written and verbal communication skills
• A full clean driving license
• Skills:
  • (remote) Flashing and coding vehicle software
  • Diagnosing vehicles using AMDS, EvO Diag or similar OBD diagnostic equipment
  • Analysing vehicle log files incl DTC, Part number read, Mode 2,6 and 9 data
  • Ability to use interpret diagrams
  • Knowledge of CAN, LIN and Flexray protocols
  • Knowledge of using PicoScope or similar scope for vehicle diagnostics
  • Experience with High Voltage (EV or Hybrid vehicles) is preferred

Company Information and Benefits

CAD-IT are seeking a Technical Support Engineer to join the Aftersales Technical helpdesk team providing

We are a software sales and consulting company focusing primarily on industrial aftermarket, Service Lifecycle Management (SLM), Industrial IoT and Augmented Reality application in Service. We are global partners with Siemens providing Service Business Strategy consultancy and support, Industry 4.0 for Service, outsourced technical publications support and digital transformation to industries globally. We are passionate about innovation and work collaboratively to give our very best to our staff and customers. Job satisfaction, wellbeing and career progression are top of our list for our employees. Joining our dynamic, ambitious and friendly team you\'ll be empowered to fulfil your potential and be part of an inclusive culture that values diversity and rewards innovation, hard work, integrity, and merit. We have an excellent Company Benefits package that focuses on employee reward and wellbeing:

• Private Medical Insurance
• Company pension
• 25 days annual leave + bank holidays
• Hybrid working
• Long Service Award scheme
• Enhanced maternity pay
• Subsidized eye tests
• CAD-IT Mental Health & Wellbeing Support Group