Local Product Engineer

Warwick, Warwickshire
JLR

A leading premium automotive business and leading to move towards electric autonomous vehicles.

WHAT TO EXPECT

Electrical Local Product Engineering (LPE) support the retailer network across a number of markets around the world.
Using your skills you will be able to diagnose and facilitate the fast and prompt repair of customer vehicles where additional Engineering support is required to resolve complex issues. Ultimately, the role will contribute to the delivery of Quality targets for each vehicle line.

Key Performance Indicators
• Respond to Technical Assistance requests within 4 hours of escalation
• Support Engineering to close all escalated Technical Assistance requests within 10 days

Key Accountabilities and Responsibilities
• Assist the LPE Team to manage all incoming Technical Assistance Requests within the agreed service level agreement timeframe
• Liaise with Local Technical Services (LTS) to facilitate the prompt repair of vehicles and gain additional understanding of escalated issues from the ‘Voice of the Technician’
• Engage with Engineering Teams to facilitate and drive timely resolution for Technical Assistance (TA) requests that have been escalated to the core component teams for more in depth investigation and resolution
• Support LTS in creating and expanding their knowledge base by providing regular feedback on emerging issue resolution and engaging with LTS enquiries to avoid Technical Assistance escalation to Local Product Engineering (LPE) level by producing lessons learnt documentation based on the findings of completed Technical Assistance requests
• Provide support for the Electrical LPE team by facilitating the booking of Engineering vehicles and workshop space and capturing data from vehicles following a test plan to aid complex investigations.

WHAT YOU’LL NEED

Knowledge, Skills and Experience
Essential:
• Good knowledge of vehicle systems and attributes
• Knowledge of retailer diagnostic techniques
• Problem solving skills
• Drive and motivation to achieve goals of team and self with minimal supervision
• A good skill level in Powerpoint and Excel
• Demonstrable a strong Customer First ethos
• Well organised, methodical, and the ability to cope with priority changes and multiple communication inputs
• Excellent written & verbal communication skills providing the ability to explain complex issues in easy to understand language to all levels of the business.
• Ability to work remotely with teams based in other markets
• The capability to challenge external teams and escalate where appropriate when the pace of issue resolution does not meet customer expectations.
• A willingness to question and suggest improvements and changes to process to drive positive changes.

Desirable:
• Knowledge of interpreting data captured from vehicles to aid diagnostics
• Be able to apply common processes, standards and utilise a back to basics holistic approach to problem solving
• Able to form good working relationships at all levels of the organisation.
• Strong understanding of people and emotional intelligence is a plus
• Creates a climate in which collaboration is actively welcomed by all stakeholders
• Have the ability to multi-task to manage multiple inputs from different stakeholders
• A working Knowledge of Agile