Technical Support Analyst

Location: Whitley (Coventry)

Dept: Data Services

Closing Date for applications 27th July 2018

Position Summary

Technical Support Analyst role will involve an agreed level of support for internal JLR departments as per SLA and contract scope. In addition the Technical Support Analyst will closely cooperate with the Team Leader to establish the appropriate communication with the customer as well as the Krakow Authoring team. The detailed scope of responsibilities and daily duties will be allocated and monitored by the Team Leader. These will involve:

Job Duties

1. Act as a contact for client’s internal departments (PATS) queries and progress to resolution within the SLA (e.g. Pre-Proc, Purchasing, Campaign Team, Inventory Planners, Vehicle Off Road process etc.)

2. Maintain the WQ within the query management system

3. Participate in other projects allocated by the Team Leader and based on the customer priorities

4. Assist with resolution of queries from the Krakow Team arising from incorrect engineering data

5. Recognize and follow customer values and priorities, making sure these are reflected in the daily work

6. Closely cooperate with other team members to ensure all tasks are completed and reported on time

7. Participate in both customer and internal meetings as required

8. Liaise with the upstream personnel and escalate any issues regarding service parts data

9. Liaise with the Krakow Team and act on any issues which require support from the UK

10. Support technical queries from the client based PS & L areas such as Pre-Proc, Buyers, Campaign Team and Vehicle Down team. Also support for Planners, Quality Control and Vehicle Off Road process etc.

11. Ensure the appropriate attitude is followed at all times when representing OEC

12. Perform other related duties as specified by the Management

Required experience

  • Understanding of upstream and downstream aftermarket activities and their significance to the client
  • Very good knowledge of releasing and cataloguing processes
  • Experience in customer support
  • Experience in engineering data analysis
  • Understanding of customer query management process and software

Required skills

  • Highly effective communication skills
  • Advanced problem solving skills
  • Ability to prioritize tasks and deliver to specified deadlines
  • Enthusiastic and positive attitude
  • Innovative and resourceful approach to tasks and objectives
  • Flexibility to handle diversified tasks and customer problems