Department
Patrol & Technical Operations
Advertising Salary
£35,300
Vacancy Type
Permanent

About The Role

RAC are now looking to recruit a Technical Support Engineer to help provide technical support across all divisions within the business.

Through their various responsibilities, a Technical Support Engineer will reduce operating costs and increase efficiencies by helping to efficiently repairing more vehicles as well as supporting the right resource first time.

The role will be working alongside a team of technical engineers based in our head office in the Bescot. The Technical Support Engineer will provide technical support via a telephone hotline and internal messaging system working shifts covering from 7am – 9pm 364 days a year. They will also assist in monitoring breakdowns nationwide making technical decisions to get the best outcome for the customer and the business

Role Purpose

  • Increasing roadside patrol repair and resolution rates through utilising expert technical advice and in-depth technical resources, ensuring that RAC patrols are only deployed to complete a successful repair or are able to successfully resolve attended breakdowns, reducing the need for additional resource to recover a breakdown.
  • Increasing patrol efficiency through providing dynamic diagnostic support leading to a quicker conclusion, meaning we can provide service to more of our customers more quickly.
  • Increasing patrol efficiency utilising the guided breakdown tool for Tiered Deployment Levels to deliver consistently POT Par levels in relation to demand/ hours.
  • Helping customers to resolve simple issues over the phone without the need of a resource to attend, meaning we can be more efficient with deploying our patrols and getting patrols to our customers that need them most.
  • Ensuring that our customers receive the correct service in terms of the right resource in the first instance, preventing multiple resources attending customers meaning reduced costs and reduced waiting time for our customers.
  • Successfully manage customer expectations around entitlements, discussing and putting in place solutions for all service requirements outside of entitlements such as POU recoveries etc.
  • Gathering and sharing technical information in the aim to keep the RAC up to date with current technology.
  • Upskilling colleagues in terms of technical knowledge
  • Providing support to BAC /Motability colleagues relating to Policy and technical queries
  • Complete Patrol Needs Tow Support requests generated via message into ICAD.
  • CSC support- Technical Queries / National 02 Queue work movements/ PT queue movement.
  • CRA Support – support CRA Team Training for Technical Remote Fix outcomes.

Qualifications

The successful candidate will have a high level of motor vehicle diagnosis and repair experience including the use and understanding of workshop diagnostic equipment in order to be able to assist in a high pressured environment. They will have methodical diagnostic and problem solving thought process and then be able to communicate effectively with both colleagues and customers to reach a positive outcome.

Qualifications/FSA:

Minimum NVQ level 3 motor vehicle engineering.

Preferred master/diagnostic technician qualification.

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