Senior Support Analyst

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Location: Woking, GB

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.
 
Track 25 and McLaren Automotive’ s growing reputation is testament to our world class employees. To ensure McLaren Automotive continues to be at the forefront of the Automotive market, we are looking for a Senior Support Analyst to join our Continuous Improvement Team team.
 
Purpose of the role:

As the Senior Support Analyst, you will provide first line support to end users, such as the Engineering function, with functional queries, instructing on the correct process to use, and how to use the system to achieve it. Lead the resolution of complex support issues that are assigned to the Continuous Improvement Team, coordinating resources from various disciplines.

Principal accountabilities:

  • Support the delivery of end user training and providing post-training support in areas such as system use (SAP, CATIA, PLM tools)    
  • Liaise with the technical support team to monitor adherence to Service Level Agreements and implement improvements to the support process where required.    
  • Identify repeat support issues and implement countermeasures to achieve measurable reductions in those support issues, and liaising with the Training Lead to identify training needs.    
  • Measure support requirement to enable future planning of resource requirements.
  • Build relationships with Engineering function to act as the point of contact for technical issues.
  • Support the Continuous Improvement team with ongoing projects such as creation of support and training material.

Knowledge, skills & experience:

  • Experience in a system support role, with experience of supporting a range of end users and systems (for instance: CAD, SAP, Success Factors, TeamCentre)
  • Experience of ITIL methodologies 
  • Experience of working in a fast-paced, high-profile company
  • Appreciation of project management methodologies such as Agile, and life cycle management 
  • Ability to communicate effectively and build relationships with stakeholders      
  • Engineering knowledge (such as an appreciation of BOMs, BDRSs, CAD systems etc) 

Personal attributes:

  • Equally comfortable leading an activity and being part of a team
  • Exceptional customer service
  • Strong relationship builder, can be a go-to person
  • Excellent communicator, both verbal and written
  • Attention to detail
  • A natural desire to learn how systems work and grow knowledge
  • Ability to troubleshoot and resolve technical issues 

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.

At McLaren Automotive we are constantly looking to improve. To become the employer of choice we are always looking to develop our employee offerings. We currently offer a range of benefits to employees at all levels of the business including Private Healthcare, Contributory Pension Scheme, Life Assurance and Personal Lease Car Scheme. We also offer a range of discounts with our partner organisations.

 

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