Technical Support Executive in Chippenham at ARI

Date Posted: 8/10/2018

Job Snapshot

Job Description

Job Details

Position Title (Job Code):                          Technical Support Executive
Grade Level:                                               Staff
Principal Work Location:                            Chippenham, UK
Department:                                               Technical Operations
Reports to (Title):                                      Manager – Technical Operations
Number/Type of Employees Supervised:   Non-Supervisory role

Principal Purpose of Position:

  • To be the principal operational contact for technical personnel at specific customers, managing queries relating to the management of their HGV’s, specialist vehicles and equipment, promptly and effectively.
  • Prevention of queries and questions is key, and you will be responsible for identifying root causes and putting measures in place to avoid repeat issues, liaising with colleagues and suppliers, and challenging appropriately.
  • To support and assist colleagues in Technical Operations with technical projects, supply management and supporting the resolution of other customer’s issues as necessary.

Key Responsibilities and Accountabilities:

  • Be the technical contact for customers’ Fleet Engineers and key personnel, managing queries, issues and complaints effectively, updating the customer
  • Investigate and determine root causes and work with colleagues to address concerns and put in place preventative measures
  • Ensure issues and complaints raised by the customer relating to Vendor performance are captured and relayed to ARI Fleet Engineers, and response to the customer is provided
  • Become familiar with specific customers operational requirements and work with them to ensure delivery of services reflect these within the scope of the agreement between ARI and the customer
  • Provide advice, guidance and assistance to colleagues on operational matters relating to specified customers
  • Manage specific projects when required within defined timeframe
  • Support colleagues in Technical Operations as required
  • Perform other duties as required by the business from time to time

Person Specification:

  • Friendly and professional with the ability to communicate, in a clear, concise and confident manner, at all levels, with the ability to manage difficult and sometimes complex technical conversations
  • Committed to working as part of a team and proactively supporting colleagues 
  • Able to self-motivate and keep positive in challenging and fast paced situations, remaining calm under pressure
  • Committed to delivering an exceptional customer experience and always looking at continuous improvement opportunities

Education / Skills

  • A good general level of education is required and the ability to demonstrate excellent verbal and written communication skills
  • Excellent knowledge of commercial vehicle mechanics, HGV’s and ancillary equipment gained through experience in a practical environment, encompassing a thorough understanding of service and maintenance schedules and procedures, repair times and methods
  • Knowledge and experience of regulatory and compliance requirements in the commercial vehicle world
  • Experience in a customer facing role, or a role that involved extensive direct customer interaction and dealing with difficult issues
  • Excellent administrative skills, with good levels of accuracy and attention to detail
  • The ability to organise and prioritise own workload, in a structured and methodical manner
  • Demonstrable analytical and problem solving abilities
  • Competent in the use of Microsoft Word, Excel and Outlook, with Excel skills at an intermediate level and able to grasp new software applications easily and quickly