Technical Services Lead
INEOS Automotive
Based: Raleigh, North Carolina INEOS Automotive North America HQ
- Expansion role
- Scale-up business with large investment
- An unparalleled opportunity to establish a new automotive Manufacturer in the USA, Canada & Mexico
The Role: Working closely with the wider commercial team and alongside the aftersales team, the Technical Services Lead will be responsible for day-to-day engagement across several internal divisions, from a Technical Service Engineering perspective, whilst ensuring the customer remains the key focus. The position will be vital in ensuring customer brand confidence is maintained whilst also identifying process improvement opportunities. This role will be principally responsible for identifying trends in vehicle performance and failure patterns and reporting same to the Engineering, Product Development, Quality, Warranty and broader commercial teams, while also coordinating the actions of Field Support Engineers working extremely closely with our repairing workshops & technicians to review repairs, offer direct assistance (electronic & physical – when required & global), conduct Training needs Analysis, compile Technical reports, coach, educate and develop both Internal teams & the network and its staff, and in an ambassador capacity, contribute to growing the capability & standing of the department within the wider Ineos Automotive business.
INEOS Automotive: We have one goal; manufacture, launch and deliver an uncompromising, best-in-class 4x4 for those who depend on a vehicle as a working tool. It’s been an exciting journey since our inception in 2017. We’ve flown through many milestones and, despite the global challenge of the last year, we’re on track to deliver our plan. 2021 and 2022 are the years where we establish the bedrock of our business and put our plans into action. As the new Technical Services Lead you will play a huge part in this. If you have the experience; if you’re confident and capable enough to join a scale-up business and you share in our pragmatic, no-nonsense enthusiasm to take on a career defining role, then INEOS Automotive is ready to welcome you.
Duties include:
- This role will ensure that the Customer remains at the centre of all the aspects required.
- Act as point person and Technical lead for both the Americas Commercial team as well as the broader INEOS Automotive community
- Develop and deliver technical publications, training & support documents and packages, and highlight areas of improvement or enhancement
- Coordinate and report on the tasks of Field Service Engineers, including but not limited to technical support, product liability investigations, Lemon Law/Repurchase as well as warranty/goodwill budgets and quality assurance
- Undertake field visits, national and global, often with short notice and in accordance with internal processes, action an appropriate response within SLA’s
- Work extremely closely with the aftersales team and wider business in technical, parts & warranty process issues, to ensure continuous improvement remains central to the role
- Participate in technical reviews for Diagnostic equipment & reports and operational equipment & Tooling systems to optimise current capability and make provision for future proving
- Contribute to developing ongoing vehicle product requirements from an early door’s perspective, ensuring the customers concerns are understood at the concept & design stages.
For the Technical Services Lead, we are looking for:
- Significant Aftersales & Technical service engineering-based business experience, which could include vehicle manufacturer or wider motor trade experience
- Recognisable technical qualification or experience-based equivalent (BMW preferred)
- Broad experience, in many, if not all Automotive Technical Service Engineering & Aftersales disciplines
- Preferably from an automotive aftersales background, have strong diagnostic and analysis skills and be able to work to a very wide scope of expectations and wear many different hats.
- Able to use, understand and develop Technical & Aftersales tools, diagnostic equipment & strategies for best practise
- Very strong drive for continuous improvement – a Kaizen mentality
- Ability to work in both office and field-based teams with a customer focused repair & service excellence approach
This pivotal role in the Americas team requires extensive experience, a can-do attitude and an appetite to create a top-quality service infrastructure across multiple key markets. If your experience and background equips you for this and the role sounds of interest to you, please apply. Please include a covering letter that supports your application along with any other supporting information.
The Technical Services Lead will be based in Raleigh, North Carolina.
It is a prerequisite for the role that the successful candidate has the legal right to work in the USA
If your applications is successful one of the team will be in touch to arrange an initial conversation!