Remote Technical Support

6 days ago

Tamworth, United Kingdom Euro Car Parts Full time

The Remote Technical Support role requires a performance driven but supportive focus to provide excellent response and support services to workshops. As part of the Diagnostic Support Team, you will be the point of contact for all our customers (Internal & External), to support with all questions and guidance on Diagnostic Equipment as well as completing coding and programming tasks remotely using a range of diagnostic tools.

**Why work for LKQ Euro Car Parts?**

We are a people first organisation - for our colleagues, the customer is at the heart of everything we do, and in turn we put our colleagues at the forefront of our business. As with many of our roles, we are happy to talk about flexible working options, we are committed to supporting a healthy work-life balance. We are looking for people who love what they do, are passionate about delivering only the very best and make it their business to excel, whatever their role. We strive to support all our employees through their individual career paths and thrive within our business.

**Key Responsibilities**:

- Customer service support - Single point of contact for the customer, receiving and handling requests for support services
- Identify support needed and work with the customer to solve the issue
- Visits to customers as required
- Remotely connect to Customers Diagnostic Equipment and Diagnose Vehicle faults
- Engage with Suppliers if additional support is needed, ensuring the customer is kept fully up to date at all times
- Technical Support for the LKQ ECP Branch, Bodyshop and Field Network as required
- Ensure all contacts are recorded on company systems
- Resolutions of all calls are recorded accurately
- Issues or additional support needed is escalated at pace
- Support all Diagnostic Initiatives as require

**Skills and Experience Needed**:

- Technical and commercial education with further education in information technology
- In-depth Knowledge and understanding of Automotive technology device, operating systems, and cybersecurity basics
- Excellent know-how of common IT tools (Windows, Software installations, remote management, server environments, networking etc)
- Strong ability to set up new equipment and upgrading existing systems
- Problem solving skills around software installation, setup, and deployment
- Understanding of the requirements for replacing electronic components on a vehicle such as coding and programming
- Use of any automotive diagnostic tools (Autel, Launch, Bosch, Hella, BMW ISTA, Mercedes Xentry, Ford IDS, PSA Service Box, JLR Pathfinder, VAG ODIS, etc)
- Understanding of vehicle commination protocols (CAN, CAN-FD, DoIP, Flexray etc)
- Well organized, good fault diagnostic skills, proactive and participative approach for solving operational issues
- Excellent interpersonal skills, self-motivated and directed and previously demonstrated ability tolead by example with focus on success of the team and organization
- Ability to work well under pressure and work collaboratively with individuals throughout a global organisation
- Ability to understand business processes

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