Mobile Technical Support Engineer

**Purpose of Role**

This is an exciting opportunity to play a key role in the future of McLaren Automotive Aftersales. Our vision is to be a powerful, world renowned symbol of innovation and modern luxury.

Your core objective is to ensure an enhanced customer experience by adding value at every interaction and ensure that time off road is minimised for every McLaren customer.

The Mobile Technical Support Engineer is responsible for providing expert technical support to McLaren Automotive’s Asia Pacific Retailer network. Reporting to the Head of Aftersales APAC, you will be a pivotal member of the support team, taking ownership of complex technical issues submitted from the retailer network and leading through to resolution via the Technical Request system or Retailer visit. You will be responsible for providing solutions and surpassing the expectations of McLaren Retailers and customers.

**Key Accountabilities**
- Taking ownership of reported technical issues and leading through to resolution via the Technical Request system, using targeted questioning to quickly identify the root cause.
- Research, diagnose, and identify solutions to resolve complex technical issues via Technical Requests and/or Retailer visits as required.
- Provide field support for Retailers and client concern resolution within the Asia Pacific region, providing prompt and accurate feedback to customers on occasion.
- Ensure recalls and campaigns are carried out by all Retailers as required.
- Create McLaren Knowledge Articles to ensure best practise is shared.
- Collate and provide relevant data and information to support improvement of vehicle quality and first-time fix repair rates.
- Create quality notification (QN) reports to ensure continuous vehicle quality improvements.
- Correctly escalate unresolved cases to appropriate internal Engineering teams and be tenacious in ensuring a swift customer focused solution is found.
- Accurately report open case status to management and weekly open case reviews to ensure all appropriate repair steps are considered.
- Lead technical presentations and seminars at regional level to technicians, ensuring best practise is shared leading to a high technical capability in the network.
- Prioritise and manage multiple complex open cases at one time.
- Guide the Serviceability team with feedback on repair manual and parts catalogue improvements when required.
- Carry out any other appropriate work relevant to the role as requires.

**Knowledge, Skills and Experience**
- Previous experience in the Automotive sector either within a technical support role or prestige vehicle dealership (5 years minimum).
- A formal technical or engineering based qualification, Master Technician status or suitable experience may be considered in lieu.
- Demonstrate the ability to diagnose and troubleshoot complex technical issues.
- Excellent problem-solving and communication skills.
- Ability to provide step-by-step technical help, both written and verbally to technicians whose first language may not be English.
- IMI recognised training in hybrid/electric vehicle systems essential
- Advanced computer skills - Microsoft Office suite
- 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 customer focus at all times with the ability to deliver customer centric solutions.
- The ability to plan, prioritise and deliver workloads on time.
- Professional spoken and face to face communication skills.
- Professional personal presentation.
- Flexible and adaptable.
- Self-motivated and self-disciplined.
- Must have a positive, ‘can-do’ attitude and work calmly under pressure.
- Personal goal to strive for perfection and develop within the team.
- Willingness to travel in-line with business requirements.
- Experience in a regional role handling multiple cultures is a bonus.