Automotive Technical Support Engineer

Direct Line Group; Birmingham; Hybrid; GBP 30,000 - GBP 40,000; Full time

Job summary

A leading automotive services provider seeks an Automotive Technical Support Engineer in Birmingham. The role involves delivering real-time technical support to roadside technicians and internal customers, enhancing repair rates and developing a technical information platform. Applicants should have strong automotive repair and diagnostics experience. The position offers a hybrid working model, excellent benefits, and a focus on customer satisfaction and continuous improvement.

Benefits

9% employer contributed pension

50% off home, motor and pet insurance

Free Green Flag breakdown cover

EV car scheme

Qualifications

• Essential motor experience in Repair & Diagnostics.

Responsibilities

• Provide real-time automotive technical support to customers.
• Drive improvements in roadside repair rates.
• Develop a technical information platform for technicians.

Skills

Motor experience in Repair & Diagnostics

Job description

DLG is evolving. Across every facet of our business, our teams are embracing new opportunities and putting customers at the heart of everything they do. At Green Flag, we understand that breakdowns can turn a good day into a stressful one. By joining our team you’ll be an integral part of our expanding services — the backbone if you will — and enjoy a career with endless variety and a genuine sense of fulfilment. It’s Miles Better.

The Role

As an Automotive Technical Support Engineer, you will provide real time automotive technical support to a host of internal and external customers reducing cost to serve by driving repair rate capability by:

• Driving the success of Phone Fix in the Rescue Service Delivery Contact Centres
• Driving UK wide improvements in Roadside Repair rate with roadside technicians working on behalf of Green Flag.
• Supporting Green Flag patrols with real time technical support and advice.

Hours

35 hours per week based in Leeds or Glasgow or Birmingham

What you’ll need

• Motor experience in Repair & Diagnostics is essential

What you’ll be doing

• Operate as an integral part of the Green Flag Phone Fix process answering demand from the Rescue Service Delivery Contact Centre Advisor population in Leeds and Glasgow, connecting to customers in identified Phone Fix incidents, providing real time over the phone diagnostic questioning and appropriate advice to the customer and Advisor.
• Be the first point of call for all Roadside Technicians requiring automotive technical assistance to lead and aid in the swift resolution of vehicle faults through the use of automotive technical information and databases combined with extensive automotive mechanical and electrical diagnostic and repair experience and knowledge.
• As a technical information author, lead the design and development of a technical information platform which can be accessed both internally by ATSE’s and externally by Roadside Technicians in a read and write capacity.
• Provide both validation and governance in the assessment of technical information received from Roadside Technicians ahead of publishing on the Technical Information Platform.
• Assist the Service Delivery Contact Centre management teams in the development and roll out of vehicle awareness training modules and experiences.
• Work autonomously and with minimal supervision to ensure world class Automotive Technical Support to internal and external customers and strive through a continuous improvement approach to develop a Green Flag Technical Centre of excellence.

Ways of Working

Our hybrid model way of working offers a 'best of both worlds' approach combining the best parts of home and office-working, offering flexibility for everyone. When you'll be in the office depends on your role, but most colleagues are in 2 days a week, and we'll consider the flexible working options that work best for you.

What we’ll give you in return

We wouldn’t be where we are today without our people and the wide variety of perspectives and life experiences they bring. That’s why we offer excellent benefits to suit your lifestyle and a flexible working model combining the best parts of home and office-working, varying with the nature of your role. Core benefits include:

• 9% employer contributed pension
• 50% off home, motor and pet insurance and also free Green Flag breakdown cover
• Additional optional Health and Dental insurance
• EV car scheme allows all colleagues to lease a brand new electric or plug‑in hybrid car in a tax efficient way.

Our benefits are about more than just the money you earn. They’re about recognising who you are and the life you live – and supporting you with the things that matter both in and outside work.

The Basics

• Holidays – 22 days holiday rising to 30 days depending on your role. Plus the chance to buy and sell up to 5 days.
• Pension – Company contributions of 9% of your salary towards your pension.
• Income protection – Income protection on 50% of your salary for 5 years.
• Life assurance – Life assurance cover at four times your salary.

Discounts

• Breakdown cover – Free Green Flag breakdown cover.
• Insurance – 50% off Direct Line Group products in Motor, Home and Pet insurance when you’re named on the policy.
• Shopping – Discounts and cashback savings across hundreds of other well‑known brands.

Flexibility

• Flexible benefits scheme – Adjust your income protection, life assurance, and benefits package through our flexible benefits scheme.
• Salary sacrifice – Salary sacrifice scheme for fully electric and plug‑in hybrid cars, and for private dental and medical cover.
• Parental leave – Enhanced maternity, paternity, shared parental, and emergency dependant leave.

Wellbeing

• Employee Assistance Programme – Employee Assistance Programme (EAP), offering information on financial and mental wellbeing as well as emergency support and advice.
• Mental health first aid – Trained mental health first aiders (MHFA) for support whenever you need it.
• Volunteering opportunities – Volunteering opportunities through our partnership with Neighbourly.
• Donation matching – Up to £50 a month to match any contributions you make to your local community.

What our people at Green Flag are saying

I’ve got over 20 years’ experience in the industry, but I came here because I wanted to be part of something new and help to build an exciting product.

I wasn’t 100% sure what I wanted to do before I started in this industry. Now I’m in charge of a team of great people, working across a range of exciting projects.

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