Field Service Engineer

A Field Technical Engineer is a specialist resource, to be called upon to provide aftersales process expertise to individual Retailers over a (potentially) prolonged period. Your purpose is to improve performance issues identified by the NSC (National Sales Centre) teams and associated Customer Service KPIs and technical, warranty and campaign performance metrics. You will respond to briefs raised by the UK Technical Support Manager. These are centred on improving Customer Service processes within a Retailer to drive performance. For example, driving customer satisfaction and improving workshop and front of house service processes. This includes driving new ways of working and the ability for Retailers to adapt and change to an ever-evolving industry. Key Accountabilities and Responsibilities

• Review Retailer Active Hire (Recoveries) processes, to ensure efficiency of Triage/Diagnosis/Repair and that operations are in line with Brand expectations. Working closely with Retailer Colleagues and JLR NSC (National Sales Centre) teams you will focus, share and implement best practise processes collaboratively within the Retail network.
• Working closely with Retailer Management, JLR UK NSC Technical, Regional Service Managers and CRC Teams, you will work proactively and reactively to prevent vehicle concerns from escalating. Using all available processes, contacts, experience and "outside the box" thinking to foremost represent our clients best interests.
• Coach, engage and share best practise around the 6 Step diagnosis process and all associated workshop activity. Work closely with Retailer workshop teams to improve Utilisation, Efficiency, and Productivity.
• Working closely with colleagues in the UK NSC you will be called upon to review Retailer processes on an ad hoc basis relating but not limited to such areas as TA , Campaigns and Recalls, Fixed Right Enhanced diagnostics (FRED) and Work in Progress (WIP).
• Develop actions, plans, processes and seize opportunities for Retailer development using a variety of tools. Embed changes via collaborative approach with Retailer teams for onward follow up.
  
  Experience in all aspects of Retailer and Aftersales processes (Client Journey, Technical processes) Essential. In JLR Preferable.
• Flexible working in line with the UK wide Retailer Network operations (Regular overnight stays).
• Skilled and confident communicator who is able to drive and embed process change and influence at all levels within the Retailer Network.
• Automotive technical background with the ability and willingness to upskill where required.
• Proven ability to quickly assimilate case, vehicle and retailer data sets, taking appropriate and timely actions with the expectations of our clients foremost.
  
  Creating Modern Luxury requires a modern approach to work. At JLR, hybrid working is a voluntary, non-contractual arrangement providing employees more choice and flexibility around how, when and where they work. Some roles require more on-site work, but details of this can be discussed with the hiring manager during the interview stage.
We work hard to nurture a culture that is inclusive and welcoming to all. We understand candidates may require reasonable adjustments during the recruitment process. Please discuss these with your recruiter so we can accommodate your needs. Applicants from all backgrounds are welcome. If you're unsure that you meet the full criteria of a role - but you're interested in where it could take you - we still encourage you to apply. We believe in people's ability to grow and develop within their role - it's what makes living the exceptional with soul possible. JLR is committed to equal opportunity for all.