Purpose of the role: Provide parts, technical, and diagnostic support, as well as related repairs to various users, ensuring prompt resolution of technical cases and minimizing repeat repairs. Deliver diagnostic assistance, technical information, and recommendations—primarily through the ticketing system, but also by phone—to Dealers, Approved Repairers, and Independent Operators, supporting them in resolving issues and achieving a “fix-it-right-the-first-time” approach.
- Provide technical support across various systems, focusing on parts and diagnostics and root cause analysis.
- Guide dealers through repair processes and ensure accurate case documentation.
- Research technical documentation, manuals, and resolution databases to support problem-solving.
- Collaborate with dealer technicians and internal agents to resolve complex technical issues.
- Monitor and manage backlog by following up on open cases.
- Ensure thorough analysis and complete information before escalating or reassigning cases.
- Support retailer staff by identifying educational needs and filling competence gaps.
- Build strong relationships with retailers and workshop teams to improve service effectiveness.
- Contribute to customer satisfaction by delivering high-quality diagnostic and repair support.