Vehicle Technical Support Executive

6 months ago

Hook, United Kingdom Cinch Cars Full time

We're cinch. Our mission is simple - remove the faff from buying and changing cars, giving customers more choice, with more ease. That’s it. We’re putting drivers first and we’ve ripped up the rule book to make sure that happens.

We’re a customer-first ecommerce business with huge ambition, already driving exponential growth. And we have an exciting roadmap of innovative products to grow our customer offering as preference for buying cars online grows.

**What you’ll be working on**:
Reporting to the Technical Support Manager, you will be providing technical insight required to support service and warranty claims, as well as repair advice and problem solving in connection with vehicle issues. This support will come in the form of liaising with your colleagues in our Customer Operations team, as well as Customers, Repair Agents, & suppliers.

You’ll use your industry experience to identify a potential route cause of vehicle issues and be able to guide the next step of the process. This can range from identifying a fix for the issue through to recommending repairs through either our newly formed in house warranty process, our approved service provider or a retailer.

You will form part of a close knit Technical Team within the Customer Operations Team who are available to help our consumers with all queries and escalations.

**As part of your varied role, you will be involved with**:

- Being an escalation point for vehicle complaints and the Customer Operations Team.
- Reviewing & authorising vehicle repair authorisations requests from garages & associated suppliers in order to maintain effective cost control & departmental parameters.
- Recommending repair solutions that help resolve the Customer issue with a faff-free approach.
- Work closely with colleagues & key suppliers to deliver a first class customer experience.
- Supporting/coaching non-technical colleagues with vehicle issue queries.
- Reviewing and providing solutions, responses & advice on technical issues across all makes & models of vehicles.
- Looking for ways to improve consumer satisfaction by proactively managing our customer needs and highlighting opportunities for development.

**Things we’re looking for in you**:

- You’ll need to be able to problem solve and recommend repair options for vehicles. Experience within the motor trade, either as a technician, or at an OEM/Fleet management environment, working within a complaints, warranty or technical capacity will be needed.
- Understanding of the customer journey and the importance of delivering a great customer experience is essential.
- Excellent communication skills with a passion for finding solutions and a keen eye for next issue avoidance.
- Well-organised with excellent attention to detail and the ability to multi-task.
- Must hold a level 3 Vehicle Maintenance & Repair NVQ or equivalent. We would also be interested to talk to you if you have recent experience in body & paint repairs.
- Our policy is to employ the best qualified people and provide equal opportunity for the advancement of employees including promotion and training and not to discriminate against any person because of gender, race, ethnicity, age, sexual orientation, religion, belief or disability._

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