Mobile Technical Support Engineer - MEAI

What to Expect

This is an exciting opportunity to play a key role in the future of McLaren Aftersales. Our vision is to be a powerful, world renowned symbol of innovation and modern luxury

Your core objective is to ensure an enhanced customer experience by adding value at every interaction and ensure that Vehicle Off Road (VOR) time is minimised for every McLaren customer.

The Mobile Technical Support Engineer is responsible for providing expert technical support to McLaren’s Retailer network. Reporting to the Principle Mobile Technical Support Engineer, you will be a pivotal member of the support team, taking ownership of complex technical issues submitted from the McLaren global network and leading through to a timely resolution via the Technical Request system or Retailer visit. You will be responsible for providing solutions, minimising vehicle off road time and surpassing the expectations of McLaren Retailers and customers. This is a hybrid role based in Region, ideally located in Abu Dhabi.

What You'll Do

- ‒ Take ownership of reported technical issues and lead through to resolution via the Technical Request system, using targeted questioning to quickly identify the root cause and ensure that a repair plan is in place
- ‒ Research, diagnose, and identify solutions to resolve complex technical issues via Technical Request, utilising the Aftersales workshop or Retailer visits (globally) as required
- ‒ Provide field support for McLaren Retailer and client concern resolution globally, providing prompt and accurate feedback to customers on occasion
- ‒ Ensure recalls and campaigns are carried out by all Retailers as required
- ‒ Create McLaren Knowledge Articles to ensure best practice is shared
- ‒ Collate and provide relevant data and information to support improvement of vehicle quality and first-time fix repair rates
- ‒ Create and report on quality notification (QN) reports to ensure continuous vehicle quality improvements
- ‒ Maintain and champion a “Customer First” mindset, working cross functionally to ensure that VOR time is kept to an absolute minimum
- ‒ Accurately report open case status to your colleagues at daily huddles and weekly open case reviews to ensure all appropriate repair steps are considered
- ‒ Lead technical presentations and seminars at regional locations to technicians, ensuring best practice is shared leading to a high technical capability in the network
- ‒ Prioritise and manage multiple complex open cases at one time
- ‒ Guide the Serviceability, Diagnostics and Technical Documentation teams with feedback on process and systems improvements when required
- Carry out any other appropriate work relevant to the role as required

What You'll Bring

- Previous experience in the Automotive sector either within a technical support role or prestige vehicle dealership (5 years minimum)
- ‒ A formal technical or engineering based qualification, Master Technician status or suitable experience may be considered in lieu
- ‒ Demonstrate the ability to diagnose and troubleshoot complex technical issues
- ‒ Excellent problem-solving and communication skills
- ‒ Ability to provide step-by-step technical help, both written and verbally to technicians whose first language may not be English
- ‒ IMI recognised training in hybrid/electric vehicle systems essential
- ‒ Advanced computer skills – Microsoft Office suite
- ‒ Proven technical experience and knowledge of; o Vehicle Electrical Systems (CAN / BUS / ODB and Diagnostic Systems)
- o Vehicle Operating Systems
- o High Voltage Vehicle Systems
- o Engine Management (Petrol Engines)
- o Air Conditioning and Climate Control
- o Electronically Controlled Transmissions
- o Occupant Safety Systems
- o Anti-lock Braking Brake Systems
- o Electronic Stability Systems
- o Adaptive Damping Systems/Active Body Control Electronic Diagnosis Vehicle Security Systems

Personal attributes:

- ‒ Tenacious customer focus at all times with the ability to deliver customer centric solutions
- ‒ The ability to plan, prioritise and deliver workloads on time
- ‒ Professional spoken and face to face communication skills
- ‒ Professional personal presentation
- ‒ Flexible and adaptable
- ‒ Self-motivated and self-disciplined
- ‒ Must have a positive, ‘can-do’ attitude and work calmly under pressure
- ‒ Personal goal to strive for perfection and develop within the team
- ‒ Willingness to travel in-line with business requirements
- ‒ All employees must ensure compliance with the Company Health and Safety Policy, and all relevant other statutory Health and Safety legislation

### Who Are We?
No restraints. No limitations. We don’t simply push boundaries. We completely rethink them. McLaren Automotive exists to create breath-taking performance road cars.
It takes a community to do what we do. A diverse group of people with many areas of expertise, united by their passion to deliver visionary products and set new benchmarks.
McLaren Automotive commits to equal opportunity for all. Diversity, Equality and Inclusion is at the heart of our impact, it drives our innovation and enables us to truly create something special. Join us on our journey.