Technical Support Specialist

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Location: New York, US

When our founder Bruce McLaren passed away at the age of 32 he left behind a legacy that has shaped who we are today. We have an unrivalled heritage which has its roots in racing; but McLaren Automotive is now creating a story of its own and we want you to be a part of it.

Throughout our Track 22 business plan, we are looking to invest £1 billion into Research and Development. This leads to the launch of 15 all-new cars or derivatives between 2016-2022.

We now have a fantastic opportunity for a Technical Support Specialist to join our Aftersales team based in. The North American Region

Purpose of the role:

Reporting to the North American Head of Aftersales the Technical Support Speciialist will form part of a team providing technical assistance to McLaren’s global network of approved workshops and roadside assistance providers.

McLaren provides Technical Support In the North American Region, to provide this level of service this role will include telephone support as required during regional hours.

Principal accountabilities:

  • Work with Network Development and regional aftersales management to improve the knowledge and efficiency of dealer technical staff to reduce the quantity of technical requests opened.
  • Provide first line support to dealers on technical issues.
  • Work with the UK and US aftersales teams to help develop and implement technical request and escalation processes.
  • Work closely with warranty and client services to insure the most efficient handling of repairs to meet customer expectations.
  • Receive technical concerns from McLaren’s network of approved Retailers, Roadside assistance providers and Regional Offices.
  • Provide technical solutions to these concerns in a timely manner.
  • Liaison with approved Retailers seeking feedback on technical and quality issues reported to McLaren.
  • Liaise with McLaren Engineering and Series Development teams, providing retailer and customer feedback on technical issues and concerns.
  • Review service related bulletins and campaigns and adjust them for the North American region.
  • Liaise with approved retailers to insure proactive service campaign penetration.
  • Provide direct technical support to McLaren retailers which may involve travel In the North American region

Knowledge, skills & experience:

  • Educated to degree level or equivalent technical vehicle qualification.
  • Second language would be beneficial.
  • Previous experience in the Automotive sector at an operational level either within an Head Office, in a Field Support role or Prestige vehicle retailer (3-5y minimum)
  • Computer literate – Microsoft Office suite.
  • Knowledge of Electrical Diagnostic Systems and Hardware.
  • Knowledge of Modern Vehicle operating systems (EHB, ABS, HVAC, Engine, and Transmissions)

Personal attributes:

  • Well presented, with professional mannerisms befitting of the McLaren organisation
  • Adaptable, quick thinking, decisive, showing strong initiative and self determination
  • Strong planning, good follows up skills, meticulous in detail
  • Demonstrates a methodical approach
  • Good team working habits
  • Confident with good interpersonal & communication, (especially verbal & written) skills
  • Flexible approach to working hours
  • Mobile & willing to travel as requested

We recognise that we can only achieve our vision with the dedication and collaboration of our world class employees.  It is our aim to become the employer of choice within the global automotive industry.

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