Head of Product Technical Support
Apply now Job no: 505460
Work type: Full Time - Permanent
Location: Gaydon, Warwickshire
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.
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 ‘2
nd 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 2
nd 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 2
nd level, into problem definition and management team, Production, Quality or Engineering function Measurement of 2
nd level response times Escalation of aged issues into the business
Qualification & Experience:
Team management experience.
Expert Technical vehicle knowledge
Dealer technician or service manager
Advertised: GMT Daylight Time 11 Oct 2021
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