Field Service Engineer in Tamworth

Responsible for providing national technical support to dealerships, ensuring vehicle downtime is minimised and Vehicle Off Road (VOR) cases are resolved efficiently. The role focuses on driving technical competence across the dealer network by ensuring technicians have the knowledge, tools, and support required to diagnose and repair vehicles effectively.

Key Responsibilities

• Technical Support and Case Management
• Receive, investigate, and assist with incoming technical phone calls from dealerships.
• Manage and respond to technical email enquiries within agreed upon response times.
• Provide remote diagnostic and technical support to dealerships using AnyDesk and other support platforms.
• Receive, monitor, manage and close Technical Assistance Requests (TARs) in a timely manner.
• Load, monitor and manage technical cases on IDMS to ensure effective resolution.
• Liaise with Chinese technical teams and other international counterparts regarding complex technical concerns when required.
• Support Customer Care with technical queries, escalations and social media-related vehicle concerns.
• Systems and Process Management
• Operate and manage GDMC systems for Technical Assistance Requests (TARs).
• Utilise the Electronic Parts Catalogue (EPC) for accurate parts identification and support.
• Support parts operations through GDMC systems and processes.
• Access and distribute technical bulletins, workshop manuals, and related documentation through GDMC.
• Manage security code requests through the Pin Code System.
• Process pin code and parts enquiries through IDMS.
• Dealer Network Support and Development
• Maintain strong working relationships with the dealer network nationally and across border regions.
• Conduct regular dealer visits, inspections and operational reviews to assess technical capability and aftersales performance.
• Provide coaching, guidance and technical support to improve dealership workshop operations.
• Ensure dealerships are equipped with the knowledge, tools and processes required to repair vehicles effectively.
• Support dealers in achieving First Time Right (FTR) repairs through accurate diagnosis and effective troubleshooting.
• Drive technical competency development within dealer workshops.
• Workshop Performance and Operational Excellence
• Implement and monitor action plans to ensure Vehicle Off Road (VOR) cases are resolved within four days where possible.
• Drive workshop service quality improvements.
• Identify recurring technical issues and recommend corrective actions to improve repair effectiveness and customer satisfaction.
• Ensure dealership operations align with manufacturer standards and aftersales objectives.
• Any other ad hoc tasks or projects required from time to time.
• Leadership and Governance
• Attend and contribute to regular management meetings.
• Ensure a professional corporate image is maintained and communicated across all stakeholder interactions.
• Demonstrate leadership through proactive decision-making, sound judgement, and achievement of business objectives.
• Adapt effectively to changing business requirements and take accountability beyond standard job responsibilities when required.
• Conduct warranty audits and snap audits to ensure compliance with warranty and operational standards.

Requirements

• Qualified Tech (Red Seal) + >5 years’ experience
• Six years’ experience in the automotive industry at Dealership or OEM level
• Three years’ experience in field managing OEM dealer relationships (advantageous)
• Exposure to senior dealership management in the network. Able to engage with DPs and Franchise Executives
• Technical knowledge of product: petrol, diesel, HEV, PHEV and EV.
• Technical knowledge of all core workshop competencies, mechanical, electrical, trim, body etc.
• People management skills, ability to talk to customers
• Teamwork
• Facilitation and chairing of meetings, capturing and issue of meeting minutes
• Understanding of lubrications
• Diagnostic skills
• Excellent communication, negotiation, and stakeholder management skills
• High levels of self-management, resilience and adaptability in a dynamic, performance-driven environment
• Proficient in MS Office, particularly Excel and PowerPoint
• Willingness to travel extensively within the region, including inter-provincial and cross-border travel, and to work extended hours when required