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Head of Product Technical Support

Apply now Job no: 505460
Work type: Full Time - Permanent
Location: Gaydon, Warwickshire
Categories: Manufacturing

Aston Martin is built upon the passion, skill and creativity of the people who dedicate their working lives to the most iconic brand in the world. Every intricate stitch beautifully expressed line, and the stirring noise of our engines is a manifestation of the desire and collective spirit to create the most beautiful cars: the soul of Aston Martin made real.

Job Purpose:

Primary role is to provide technical support to the dealer network on all aspects of AML products.

Key Duties & Responsibilities:

  • First line of response for technical queries received via spotlight system
  • To provide ‘2nd level’ Support for customer issues escalated into the central team
  • To ensure customer satisfaction through support of global dealer network on all technical issues.
  • To respond in a timely manner to all dealer request for assistance.
  • To escalate issues to 2nd level for additional technical support, manage and monitor response times
  • To decide and deploy appropriate level of support dependant on individual case
  • To work closely with problem definition and management team to identify possible trends and upcoming new issues
  • To support customer managers in the region to ensure timely and appropriate technical support for escalated customer issues.
  • Responsible ensuring appropriate and timely response and resolution of dealer technical concerns measured
  • via spotlight and EPDR
  • measurement, monitoring and corrective actions to ensure appropriate response times
  • Management of Global technical support
  • Ensuring technical support team are appropriately trained prior to any product launch
  • Escalation of concerns to 2nd level, into problem definition and management team, Production, Quality or Engineering function
  • Measurement of 2nd level response times
  • Escalation of aged issues into the business

Qualification & Experience:

  • Team management experience.
  • Expert Technical vehicle knowledge
  • Dealer technician or service manager

 

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