Dealer Technical Support Specialist

Location: Texas, 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.
As part of our Track25 business plan we will launch 18 new models or derivatives of our vehicles and look to expand our retailer network into new markets with an aim of having 100 retailers globally.
Purpose of the role:
The primary role is to support the Mclaren Retailers in rectifying issues with customer vehicles in a timely fashion and avoid days down.
In addition, to assist the Mclaren Technical Support helpdesk and provide technical support to the technicians in North America.
The candidate for this role would have either a strong existing technical knowledge of Mclaren vehicles or strong experience in a similar role with another manufacturer. They should be able to work independently and able to manage business relationships with the retailers. They should be capable of working as an integral part of a small team.
The primary role is to assist the assigned retailers with the fast repair of customer vehicles with difficult to diagnose issues. This requires fast and efficient working and the ability to take leadership and control of the situation. Efficient preparation to ensure that parts, tooling and information are readily available.
Expected routine tasks within this role are;

  • Travel to retailer’s location on short notice and lead diagnostic and repair activities on customer vehicles.
  • Work in close collaboration with the Aftersales Manager to identify and support customer vehicle issues.
  • Manage critical vehicle repairs including the communication with the retailer, Mclaren and possibly the customer.
  • Work within the Technical Request system on the Mclaren Portal to assist the Technical Support Helpdesk.
  • Complete a technical contact report for each visit feeding back the issue, resolution and recommendations for improvement.
  • Actively work with the whole Mclaren Organisation to continuously improve the product quality by accurate and well considered feedback.

Exceptional tasks within this role on an occasional basis are;

  • Supporting Marketing Events, operating in a customer facing role and representing the McLaren Brand.
  • Reporting to Mclaren Senior Management on current trending quality issues.
  • The role is based within the Dallas Texas metro area. Core hours are 7:30am to 5pm Monday to Friday however flexibility is required dictated by Mclaren customer requirements. This may include occasional long hours and weekend/holiday working. Frequent travel is expected to all Mclaren Retailers within the region. When not travelling it is expected that normal office hours will be maintained, and core hours kept.
  • In addition, to support Mclaren aftersales objectives, travel may be required to the port facility in Baltimore and the factory in Woking, UK.

Principal Accountabilities: 

  • Support customer vehicle diagnostics and repair to avoid days down.
  • Assist with the maintenance of the Press & marketing fleet
  • Complete and publish a contact report for each technical support visit.
  • Support the Technical helpdesk
  • Consult and mentor dealership technical staff.
  • Knowledge, Skills and Experience: 
  • Vehicle Fault Identification + Rectification following established processes.
  • Fluent English
  • Strong working experience in a technical vehicle-based role in Woking (or similar) 
  • No visa issues for travel within the USA and to/from the UK
  • Full appropriate driving licence 

Personal Attributes: 

  • Well presented, with professional mannerisms befitting of the McLaren organisation
  • Self-Motivated, adaptable, quick thinking, decisive, showing strong initiative and self-determination.
  • Strong planning, good follow up skills, meticulous in detail.
  • Demonstrates a methodical approach.
  • Confident with good interpersonal & communication, (especially verbal & written) skills.
  • Flexible approach to working hours on weekends / holidays
  • Mobile & willing to travel domestically and abroad as requested.
  • Highly Ethical.
  • Must have strong communication skills (verbal and written)
  • Must be organized

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.