General information

Job Title
Technical Case Engineer
Ref #
336
Date
Friday, September 3, 2021
Country
United Kingdom
Location
Woking
Business area
Sales
Department
Aftersales Services Operations
Position level
Qualified
Working time
Full Time
Contract type
Permanent
Working pattern
8:30am - 5:30pm Monday to Friday

Description & Requirements

Background

No restraints. No limitations. We don’t simply push boundaries. We completely rethink them. McLaren Automotive exists to create breath-taking performance road cars.

With innovation at the core of all we do, every challenge starts with the same question. How can we do it better? This restless spirit runs right through McLaren Automotive. And the search for perfection is evident in everything we do.

Purpose of Role

This is an exciting opportunity to play a key role in the future of McLaren Aftersales during a period of rapid and exciting business growth. Our vision is to ensure owning a McLaren is an extraordinary experience. Your core objective is therefore to ensure that time off road is minimised for every McLaren customer.

 

As the Technical Case Engineer you will be an integral member of the Technical Support Team. You will be pivotal in ensuring cross functional alignment and successful delivery of global workshop campaigns and recalls. You will ensure all stakeholders are informed and engaged prior to launch, and that completion rates are tracked and reported accordingly.

 

You will also be responsible for identifying, tracking and reporting on quality concerns and trends identified throughout our global network of Retailers and Roadside Assistance. Supporting to reach resolution and continually improve product quality.

Principal Accountabilities

 

§   Take full ownership of the Aftersales field campaign (FCR) and safety committee processes ensuring successful and timely delivery of campaigns and recalls

§   Ensure workshop campaign and recall documentation is correctly published and available to all Retailers and provided to relevant authorities as necessary

§   Ensure active workshop campaign and recall completion rates are monitored and reported to authorities as necessary

§   Ensure Aftersales Team and Regional Aftersales Managers are regularly updated on campaign and recall completion rates (by Retailer) through clear and accurate reporting

§   Ensure all recalls and campaigns are carried out within the global Retailer network in line with stringent legislative frameworks

§   Co-ordinate campaign / recall actions in conjunction with wider McLaren functions, including Client Services, Regional Teams, Parts Operations, Marketing, Legal, P.R and Quality. Maintain records of agreed actions with timelines for completion, following up as necessary

§   Create McLaren Knowledge Articles, sharing best practice and advice for the entire global Retailer Network

§   Support technical presentations and seminars at Regional locations to Technicians, ensuring best practice is shared leading to a high technical capability in the network

§   Support global Roadside Assistance operational management, liaising with suppliers to create quality feedback reporting

§   Take ownership of Technical Support quality concerns identified, reporting to Quality and escalating to reach resolution

§   Attend internal McLaren meetings as required to present on field campaign / recall status

§   Maintain and develop the McLaren Technical Information Portal, ensuring global compliance

§   Ensure all key processes are documented (process mapped) and maintained, with responsibilities clearly defined and identify opportunities for further improvement

§   Carry out any other appropriate work relevant to the role as required

 

 

Knowledge, Skills and Experience

§   Previous experience in the Automotive sector either within a technical support or quality role, or prestige vehicle dealership (5 years minimum) ideally involving campaign / recall process

§   Qualified to degree standard. A formal technical or engineering based qualification, Master Technician status or suitable experience may be considered in lieu

§   Excellent problem-solving and communication skills

§   IMI recognised training in hybrid/electric vehicle systems preferred

§   Advanced computer skills – Microsoft Office suite. Power BI and Power Automate an advantage

§   Proven technical experience and knowledge of;

Vehicle Electrical Systems (CAN / BUS / ODB and Diagnostic Systems)

Vehicle Operating Systems                                                                                  High Voltage Vehicle Systems

Engine Management (Petrol Engines)                                                      Air Conditioning and Climate Control

Electronically Controlled Transmissions                                                 Occupant Safety Systems

Anti-lock Braking Brake Systems                                                                  Electronic Stability Systems

§   Adaptive Damping Systems/Active Body Control Electronic Diagnosis Vehicle Security Systems

Personal Attributes

§   Tenacious with an absolute focus on delivering customer centric solutions

§   The ability to plan, prioritise and deliver workloads on time (time management)

§   Professional spoken and face to face communication skills

§   Professional personal presentation

§   Meticulous attention to detail

§   Flexible and adaptable

§   Self-motivated and self-disciplined

§   A positive, ‘can-do’ attitude and work calmly under pressure

§   Personal goal to strive for perfection and be restless in seeking constant improvement

§   Willingness to travel occasionally in-line with business requirements