Aftersales Technical Support Engineer


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Closing Date:
Contact Type:
Competitive with benefits


The Eminox Aftersales Department is responsible for providing Service and Aftersales support, to an ever expanding Retrofit product customer base within the UK.

This is a customer facing role. You will be in a leading role in the development of service and aftersales procedures and documentation. You will become an expert in the product and train others. This will include producing and maintaining the technical side of maintenance manuals and technical bulletins. The role will involve collating data on warranty failures to help and protect the company on warranty liability. You will manage data from our telemetry services provider and help develop reporting systems and will work closely with Engineering in developing future telemetry systems and capabilities. You will work with other team members and departments to help document and improve processes within the business and reduce none value added processes. With a strong IT background, you will be able to identify systems, procedures and technology advancements and opportunities to drive continuous improvement within the business.

You will assist with the department in ensuring parts are despatched in order to improve deliveries and work within IFS to improve department reporting. You will be required to lead campaign work, to ensure the customer quality expectations are maintained.

Person Specification

• UK Driving Licence (essential)
• Good general education (essential)
• National Diploma or higher in STEM field subject (Automotive/Mechanical/Electronic Engineering would be advantageous) (desirable)

Knowledge and Experience:
• Strong background in engineering (essential)
• Demonstrable skills in assimilating large quantities of data (essential)
• Skilled in modern IT products (essential)
• Experience working in an automotive sector would be advantageous (desirable)
• Commercial Vehicle customer support and warranty management (desirable)

Key Skills:
• Excellent customer frontline communications skills (essential)
• Demonstrable automotive engineering knowledge (essential)
• Organisation skills and ability to prioritise tasks on a daily basis (essential)
• Attention to detail and ability to process map (essential)
• Demonstrable problem solving skills (essential)
• Confident professional manner and ability to deal with customers (essential)
• Confidence in dealing with internal and external customers and suppliers (essential)
• Able to work on root cause identification of warranty failures (essential)
• Expert Microsoft office (essential)
• Broad IT knowledge (essential)
• Creative and innovative with ability to challenge convention and ideas (essential)
• Self driven and ability to manage your own work load (essential)
• Experience in dealing with warranty claims (essential)
• Administrations skills, raising requisitions, orders, invoices (essential)
• Check historical faults on vehicles (essential)
• Understanding of engineering drawings and BOMs, technical instructions (essential)
• Ability to introduce new methods and ideas ensuring a continuous improvement ethos (essential)
• Demonstrates attention to detail through all stages of processes (essential)
• Can work and communicate effectively with others (essential)
• Understands and delivers customer requirements (essential)
• Understanding/working knowledge of OBD and CAN bus systems (desirable)
• Experience in working with a service module (IFS) (desirable)

Key Responsibilities

• Manage warranty risks by developing data analysis processes that identify root cause
• Arrange appropriate works order coverage for visiting underperforming systems
• Work developing procedures to create KPI for monitoring VOR performance
• Provide cover and answer frontline phone calls and communications from customer concerning product call outs
• Work with engineering in creating and updating fault tree/root cause diagnosis
• Deputise for departmental manager
• Analysing and post processing telematics data when required
• Work with engineering to develop tools to improve ease of reporting on telemetry monitored products
• Lead CI activities to improve department and business efficiencies
• Load individual customer Service and Repair and Maintenance contracts into IFS
• Able to identify parts from variable communications
• Check historical faults on vehicles
• Collate information as required on failure rates parts sold hours etc.
• Raise RMA and customer quality concern
• Support Retrofit projects and applications as and when required.
• Progress chase and ensure critical parts are despatched
• Any other duties assigned in line with scope of role

Understanding and adherence to the following:
• H&S policy and procedures
• Eminox business quality standard (IATF & ISO 9001)
• All group and Eminox policies and procedures

And in addition:
• Understand risk management in the context of IATF as applies to this role
• Demonstrate and uphold the company values
• Demonstrate a pro-activeness towards personal development

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