Master Support Technician

Added on: 10/01/2018

Master Support Technician Required for a Diagnostic Centre in Oxford

Salary £35,000-£40,000 Dependant on Experience
Monday- Friday 9.00am-5.30pm or 8.00am- 4.30pm
37.5 Hour Week

The main purpose of this role is to provide technical support via telephone and electronic methods for customers requiring information, instruction, advice or support related to the use of a diagnostic tool or the diagnosis, repair or maintenance of a vehicle or other related information. 
The Master Technician role assists other technicians in developing their skills and competencies by providing technical support and coaching. The ideal candidate will have excellent customer service skills as well as having Master/Diagnostic Level Training. 

Key responsibilities and accountabilities: 
•Provide information and advice on vehicle diagnostics and technical solutions to customers via telephone and other electronic methods
•Log all contacts in the Support Log customer database and maintain records of information and advice given to an agreed standard and process
•Provide appropriately detailed information on the support management system to enable efficient resolution of future customer contact
•Resolve queries related to the use and operation of the relevant diagnostic product
•Maximise first time resolution of customer queries
•Collect and log information within the system
•Adhere to company procedures and quality standards
•Attend training and develop existing knowledge and learn new relevant skills pertinent to the role
•Provide training support to customers and employees as required
•Liaise with engineers to develop the software, data and hardware products
•Create customer help files, training information, user guides and technical information bulletins
•Prepare training material
•Deliver technical training
•May be required to support global customers, working in a shift pattern
•Take ownership of own workload to efficiently respond to customer contacts
•Provide accurate fault diagnosis procedures for all customers
•Maintain up to date repair solution knowledge
•Develop vehicle investigative strategies
•Disseminating technical information to colleagues and others
•To adhere to company policies and procedures, quality standards and Health and Safety practices.
•Identifies opportunities for continuous improvement
•Adopts a professional manner at all times with colleagues and customers
•Any other duties required in order to support the needs of the business

Job skills:
•Excellent communication skills, both written and spoken
•Professional approach and positive demeanour
•Ability to breakdown problems and communicate solutions in a structured manner 
•Excellent evaluation and decision making skills to determine the level of support required
•Good organisation skills with an ability to prioritise
•Excellent knowledge of all  products, systems and processes 
•Strong problem solving skills
•Excellent customer service skills and experience
•Diagnostic skills and knowledge of the diagnostic process 
•Ability to evaluate information and diagnose technical problems effectively
•Sound knowledge of electrical, electronic and mechanical systems 
•Ability to work using own initiative and work as part of a team
•Automotive City and Guilds or NVQ qualification
•Master Technician Qualifications
•ATA Qualified – The Institute of Motor Industry (Grade 3+) or Brand specific training as a Technician

Computer skills:
•Proficient in Microsoft programmes
•Proficient in the use of other computer packages

To apply for this vacancy please contact Progress Recruitment Solutions (UK) quoting Job Ref. PRS14934

Unfortunately we are unable to contact every application that we receive, if you do not receive a response please assume that you have been unsuccessful with this particular application, however if you have automotive experience we will keep your details on file and contact you should a vacancy arise that matches your skills and experience.

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Cars | Motor trade | Master Tech | Technician | Main Dealer | Tech | Support | Oxford | Customer Technician | Diagnostic|

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Paige Dey


Contact by email

Berkshire, Hampshire & Oxfordshire