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Field Service Engineer
1 week ago
Location:
Singapore, 04, SG- Department:
- Date: 14Apr2023
- Description:
Field Service Engineer
South East Asia Pacific
Singapore
Permanent
Reporting to Head of Aftersales
About the Role
Lotus is recruiting for a Field Service Engineer to join the new Lotus regional team responsible for Middle East and Asia Pacific on a permanent basis.
Reporting to the Head of After Sales, the Technical Field Service Engineer is responsible for providing technical support, either remotely or hands on, to end user customers via our authorized dealer network.
Working with both petrol engine and battery electric vehicles, this role will be responsible for providing technician support and mentoring, mechanical and electrical fault diagnosis, and final rectification.
To provide in field support for any Lotus product related matters including Warranty, Customer Services, Quality, new model launches, service and recall campaigns and promotional events.
Key responsibilities include:
- Provide a high level of technical support to the dealer network, through diagnosis, fault finding and final rectification for both petrol engine and electric cars
- Resolve all product related issues including chassis, suspension, body, paint, trim, powertrain, electrical, engine management diagnostics etc on both ICE and BEV vehicles, escalating any quality issues
- Respond to technical requests from authorized repairers in a timely manner to resolve customer needs, either remotely or in person when needed
- Creation of processes and guidelines to optimize technical inquiries and to increase the selfsolution rate at the dealers
- Mentor technicians and provide training academy support
- Support Customer Services and Warranty in the resolution of customer issues within the network
- To keep up to date with the latest technical developments and Lotus models and in particular keep all Lotus product information in an uptodate and orderly manner
- To ensure that all work and authorised repairer visit reports are kept fully up to date and forwarded to the relevant people in a timely manner
Knowledge, Skills and Experience
Essential:
- Educated to degree level in an engineering discipline (Mechanical, automotive or similar) is an advantage
- High automotive technical qualification (master technician)
- High Voltage Expert (IMI qualification level 3 or higher)
- Extensive whole vehicle diagnostic knowledge, High Voltage System and EVs
- Work experience in a car dealership/workshop, OEM experience (manufacturer, NSC, regional office) is an advantage
- Proven experience in the automotive industry in technical areas
- Understanding of the entire aftersales process in a workshop from customer reception to workshop processes and parts supply
- Knowledge of warranty processes and body work would be an advantage
- Good communication skills are essential, specifically the ability to communicate detailed instructions with technical and nontechnical staff from different markets
- Must be fluent speaking and writing English at a technical level
- A customer centric approach to every aspect of aftersales operations
- Consistently deliver on promises and commitments
- Willing to engage directly with end user customs in sometimes challenging and sensitive situations
- Accurate and concise report writing and proficient use of Excel/Word/PowerPoint
- Must be prepared to travel frequently at short notice
- Must hold a full, clean driving licence
- Field based in Singapore
Desirable:
- Knowledge of common automotive materials, their properties, and manufacturing processes and techniques
- Able to speak Chinese is a plus
Other:
- 25 days paid holiday plus bank holidays
- Private healthcare
- Pension scheme
- Remote working
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