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REQ ID: 90009
JOB TITLE: GTS Helpdesk Engineer
SALARY: £33,100 - £40,000
POSTING END DATE: 27.05.22
LOCATION: Coventry
 
Beyond Property, Purchasing, HR and IT, more than being part of our Finance or Marketing teams, beyond even Sales and Service, every role in every business area offers unique opportunities to make an impact on the future of mobility and the automotive industry.


DEPARTMENT

 

The Global Technical Support (GTS) function is the point of escalation for the Jaguar Land Rover Retailer technical support teams based in the Overseas markets and also, when required, provide support to all remaining Global markets. 

 

In addition the team work in collaboration with Central and Engineering partners to enable JLR to deliver a premium level of technical support to our Global Retailer network.  

Each GTS Engineer works to provide technical expertise and solutions to the worldwide JLR Local technical support engineers when a case is escalated. Where a solution is not available, JLR Engineering is engaged to assist develop and implement a technical solution. When cases are resolved each Engineer works to implement a preventative action to allow the business to learn from the experience and proactively prevent the issue from being seen by other customers. 

 

WHAT TO EXPECT
 

  • Responsible for the Overseas Jaguar Land Rover markets, the working times align with support for these markets. The hours of work are 07:00 to 15:30 from Monday to Friday
  • Respond to worldwide JLR technical support requests for assistance by utilising the Technical Assistance (TA) and Microsoft systems 
  • Respond within the agreed timeframes by way of clarifying the concern through detailed and relevant questioning, gathering the correct technical information and then providing an accurate and effective technical solution. This can involve liaising with the markets and with JLR Engineering teams to assist Retailers in resolving more complex concerns
  • Effect some vehicle repairs by remotely accessing the affected vehicle utilising specialist diagnostic software
  • Effect vehicle repairs by doing market visits to the affected vehicles as the technical representative of Jaguar Land Rover
  • Support New Model Launch activities by being the technical liaison between markets and nerve centre for vehicles which require repair support
  • Support prevent recurrence activities to allow the business to learn from our experiences and implement improvements

 

KEY ACCOUNTABILITIES AND RESPONSIBILITIES
 

  • Assist with resolution of challenging complex vehicle concerns
  • Provide accurate technical responses, via the TA system, within the agreed timeframe
  • Collaboration with all areas of the business to deliver a resolution to a specific vehicle concern.
  • Integrate as part of a dynamic team
  • Support the GTS Team Leader to achieve the department’s objectives
  • Interact with key JLR functions using JLR processes
  • Ability to travel internationally to resolve Customer technical concerns 
  • Support future integration of new technologies and process initiatives to maintain the effectiveness of Technical Support 
  • Maintain an up-to-date knowledge of current JLR vehicle technology and forthcoming JLR vehicle programmes

 

WHAT YOU'LL NEED
 

  • Apprentice trained automotive vehicle technician
  • Minimum level 4 / Master Technician preferred – but not essential
  • A continuous experience in helpdesk support is preferred- but not essential
  • Electric Vehicle qualified desired – but not essential 
  • Experience of resolving Advanced Driver- Assisted System concern – but not essential 
  • Ability to consistently apply a clear process to define and diagnose complex vehicle concerns
  • Significant automotive industry technical experience to include all major vehicle systems and sub-systems, particularly engine management, electronic equipment control, networks and vehicle emissions
  • Excellent communication skills both verbal and written 
  • ‘Customer Centric’ mindset
  • A high standard of interpersonal and communication skills
  • Computer literate
  • Confident and able to work directly with engineering teams with minimum supervision 
     

SO WHY US?

Bring all this to the home of premium innovation, and you’ll find the opportunities to further your career with a world-class team, a discounted car purchase and lease scheme for you and your family, membership of a competitive pension plan and performance related bonus scheme. All this and more makes Jaguar Land Rover the perfect place to continue your journey.

This role may offer the opportunity for hybrid working where you can split your time between working from home and in the office. At Jaguar Land Rover, hybrid working is a voluntary, non-contractual arrangement providing employees with more choice and flexibility around how, when and where they work, if suitable for their role. Further details can be discussed with the Hiring Manager at interview stage. 

Please be aware that we may close this vacancy for applications before the stated deadline if we receive a high volume of interest. We strongly advise you to submit your application as early as possible.

Jaguar Land Rover is committed to equal opportunity for all.

#WEAREJLR

At Jaguar Land Rover, we are passionate about our people. They are at the heart of our business. We are committed to fostering a diverse, inclusive culture that is representative of our global customers and the society in which we live; a culture in which every one of our employees can bring their authentic self to work, and reach their full potential.

OUR RECRUITMENT PROCESS

Find out what to expect at each stage of the process along with some hints and tips.

INSIDE JLR

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WHAT WE OFFER

We look after our employees by offering a host of benefits and investing in their talent through award-winning training


Job Segment: Engineer, Technical Support, Help Desk, Information Technology, Engineering, Automotive, Technology

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