Technical Support Manager

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Location: Woking, GB

No restraints. No limitations. We don’t simply push boundaries. We completely rethink them. McLaren Automotive exists to create breathtaking performance road cars.

With innovation at the core of all we do, every challenge starts with the same question. How can we do it better? This restless spirit runs right through McLaren Automotive. And the search for perfection is evident in everything we do.

Our Aftersales team are looking for a driven, Technical Support Manager to join our team based in Woking.

Purpose of the role:

As Technical Support Manager, you will be responsible for the successful management of the technical support and diagnostics team ensuring full and effective resource allocation, including deployment of the team of mobile specialists.

You will also be responsible for strategically planning in line with long-term business growth including the assessment, development and delivery of a technical case management system to improve work flows and monitor trends.

Principal accountabilities:

  • Manage the day to day operations within the Technical Support and Diagnostics team
  • Approve regional office requests for mobile specialist support
  • Prepare for and attend internal meetings as required, including but limited to, quality, warranty, engineering, new vehicles launch reviews along with recall and campaign committees
  • Manage and deliver on time internal reports including vehicle off road and technical requests analysis
  • Create a culture for customer retention ensuring Technical Requests are responded to within agreed response times and to the highest standards
  • Create close working relationships with Warranty, Retailer Training, Quality, Supplier Quality Assurance and Series Engineering teams
  • Put in place action plans to reduce technical requests by analysing historical cases which supports Retailer development and performance
  • Aftersales pays special attention to growing its staff and thus, this position is expected to support and help develop new team members and ensure a robust succession plan
  • Create a strategy to provide a global Technical Support infrastructure providing time zone coverage

Knowledge, skills & experience:

  • Educated to degree level or equivalent formal education
  • Experience in the Automotive sector at an operational level either within a Head Office, field support role or Prestige vehicle dealership
  • Understanding of campaign and re-call management
  • Proven technical experience and knowledge of;
  • Vehicle electrical systems (CAN / BUS / ODB and Diagnostic Systems)
  • Vehicle operating systems
  • Engine Management (Petrol Engines)
  • Air Conditioning and Climate Control
  • Electronically Controlled Transmissions
  • Occupant Safety Systems
  • Anti Lock Braking Brake Systems
  • Electronic Stability Systems
  • Adaptive Damping Systems/Active Body Control Electronic Diagnosis Vehicle Security Systems

Personal attributes:

  • The ability to plan, prioritise and deliver workloads on schedule
  • A motivating leader with experience of developing people and processes
  • Delivery focused, with a demonstrable record of accomplishment of on-time delivery
  • Self-motivated to deliver excellence and perform beyond targets
  • Must have a positive, ‘can-do’ attitude and work calmly under pressure
  • Personal goal to strive for perfection and develop within the team
  • Must have a flexible approach to working hours, travel requirements and adaptability to changing and multiple priorities.

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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