Technical Service Advisor
Company description Job Title: Technical Service Advisor Location: Melton Mowbray Salary: up to £23,000 Prestige is one of the newest members to The AA family! We manage car and van fleet servicing for companies such as Amazon, LeasePlan and The AA Driving School. At the heart of everything they do is service and innovation and due to continued growth we are looking for Technical Service Advisors that want to be a part of this exciting journey. This is the job Based in our contact centre in Melton Mowbray, you will be responsible for: Understanding and diagnosing of technical mechanical problems Effective processing of customer repair authorisation requests Managing suppliers to obtain best quotes Ensuring parts fulfilment into service centres Providing technical advice to customers and staff Managing technical interfaces with stakeholders What will I be doing? Every day is different, but below are some highlights of the role: Using technical knowledge and assistance from mechanics to help identify vehicle mechanical faults and solutions Using technical knowledge to understand a mechanical problem and communicate it to clients Help identify possible mechanical and technical issues based on customer reports Using in-house system (Unity) and external systems (1link) to process and request authority on mechanical repairs Interact electronically and verbally with technicians to identify parts and labour requirements for repairs Interact electronically and verbally with customers to authorise repairs Discuss with customers their technical repair needs Requesting quotes from major suppliers on various mechanical parts and ensure that the correct parts are quoted for Select best quotes based on delivery time, price and quality through ECP Manage parts ordering process Ensure parts are delivered correctly and fitted in time Log any non-standard events onto the electronic exceptions management system Ensure exceptions are escalated to the correct supervisor or director Provide honest and accurate technical information to enable customers to make informed decisions Communicate effectively with technical suppliers and customers in a nature that suits their technical knowledge Ensure correct technical questions are asked to ascertain the correct information is given to customers Use a range of external technical information databases to obtain technical work times Use a range of external supplier interfaces to order parts What do I need? Experience in a similar role including demonstrable experience of: Mechanical (Automotive) at least a NVQ level 3 light vehicle maintenance and repair qualification Assistance in complaint handling linked to technical cases Generating Quotations Using MS Office (Word, Excel and Outlook) The successful candidate will also have a background with: A high level of understanding of vehicle maintenance A high level of customer focus A genuine commitment to self improvement and personal development Excellent communication skills Drive and determination to achieve agreed targets Additional Information What else is expected of me? Good conduct matters at the AA. It's very important that you act with honesty & integrity, are respectful of others and have a consistent desire to do the right thing. Everyone at the AA lives these behaviours, so we are all able to support the delivery of good outcomes for our customers.
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