Automotive Technical Resolution Specialist

Calex specialise in the design, development, and delivery of innovative learning programmes, predominantly within the automotive retail industry, including management, technical, aftersales and apprentice training. More recently we have begun working with forward-thinking companies within the logistics, food & beverage, and pensions sectors to enhance their training proposition via the implementation of Virtual Learning Environments, Live Broadcasting and Social Learning Platforms.

Our Corporate Vision is to ‘Deliver inspirational, technology rich, fully integrated and personalised learning programmes that deliver beyond expectation’ and we work in close partnership with our clients to identify and implement innovative and effective learning solutions.

To learn more about Calex, please visit our website at www.calexuk.com

Job Summary

Calex UK have a new opportunity to recruit a Technical Support Specialist working for the Stellantis brands.

Working within the Parts & Services department, you will work closely with central quality teams to identify new incidents and contribute to developing technical solutions. This will include a degree of manual technical work, Your role will provide high-level technical support to both internal and external stakeholders to ensure the best customer experience across all Stellantis brands.

If you are a passionate automotive engineer and would like to develop within a Stellantis technical support role to provide outstanding customer service, we encourage you to apply today!

Key Responsibilities:

• Collaborate with central quality teams to generate Customer Incident Reports (CIRs), ensuring that all necessary information and supporting materials are available to assist in the resolution process
• Report technical incidents via all channels, including DID-I, Technical Platform, Warranty, Customer Relations, and RAC
• Collate and consolidate feedback on new products, reporting to the Central Quality departments to trigger the resolution process
• Develop and refine a tracking system to identify technical incidents and trends, ensuring effective monitoring and reporting
• Support requests from internal and external departments for additional information to help implement solutions
• Provide office and field support to Technical Field Managers as needed
• Administer Captured Test Fleet (CTF) reporting and rework programmes
• Work towards reducing the delay between detection of new vehicle incidents and the implementation of solutions
• Ensure all job requests are raised promptly with accurate information and clear descriptions of tasks
• Continuously review processes and procedures, identifying opportunities for improvement
• Communicate all issues through detailed and accurate management reports
• Manage the safe use of car parks, ensuring that unnecessary vehicles are promptly moved
• Operate by best practices and uphold company values at all times
• Minimise delays between the detection of new vehicle incidents and the resolution process
• Identify technical issues quickly and take appropriate action to resolve them in the UK dealer network, maximising customer satisfaction
• Regularly review all processes and procedures for improvements
• Process Diagnostic Tool orders and work with the Aftersales Support team to ensure dealer orders are correctly submitted and maintained
• Escalate issues to the Manager in a timely manner
• Manage processes to achieve job deliverables within stated budget limitations
• Follow-up on activities and develop action plans for arising issues or one-off projects
• Provide presentations and briefings when required
• Regularly review activities in line with Health & Safety regulations and conduct risk assessments relevant to the role

Essential

• Full motor vehicle engineering apprenticeship or a technical degree related to automotive engineering to a recognised standard
• Electric Vehicle qualification, equivalent to IMI Level 3 or above
• Experience in a technical role within a dealership or technical centre
• Knowledge of raising and responding to Technical tickets DiD`s
• Knowledge of warranty/recall processes, procedures, and customer care
• Proficient with Pamir, Service Box, iSOLVE, and Stellantis Diagnostic Tools
• Experience working within the motor industry and collaborating with external agencies/organisations
• Extensive experience in vehicle evaluation, product problem investigation, and problem-solving
• Strong understanding of current automotive technology and the Stellantis product range

About you

• Good computer literacy, including proficiency in Microsoft Office
• Able to analyse and make decisions regarding technical and customer issues
• French, Italian, and/or German language skills would be beneficial
• A full driving licence is required
• Strong communication skills
• Willingness to work independently and with a team

Salary & Benefits

Salary £38,500, Company Car (BIK)*, 26 Days Annual Leave, Calex Employee Benefits Packages (Inc Private GP and Healthcare Services, High Street Discounts, Discounted Gym Memberships and on Demand 24 Hour Wellbeing Service (Counselling and Advice), Pension, Life Assurance and optional Private Healthcare cover.

Company Car (BIK)*

Example costings, based on a high-spec, fully electric Peugeot e-2008 GT: The P11D value is approximately £32,845. Therefore the annual tax payable by the employee would be approx. £130 per year (20% tax payer). Our Company Cars also include, Insurance, tax, tyres, breakdown cover and Windscreen repairs.

Place of Work

This is a full time, permanent position, working from the Stellantis Offices in Coventry.

Pre-employment Checks

Calex will undertake the relevant/standard employment checks with any successful candidate. This includes contacting all nominated references, as well as checking candidate ID, driving licence (if appropriate) and right to work in the UK. Some roles may also be subject to further pre-employment checks (confirmation will be provided through the recruitment process). The nature if this role may necessitate that we undertake a DBS check.

Employment

The successful candidate will be employed by Calex UK (www.calexuk.com).