Overview
Technician - Technical Helpdesk position at PHINIA. Location: Buckingham, England, United Kingdom.
Reporting to the Technical Services Manager, the Technical Services Technician is a critical role within the Hartridge operation. Working within a UK based team, linked closely with the Hartridge engineering department, to provide technical support and guidance to regional teams, our global distributor network and end users of Hartridge specialist equipment via the Technical Help Desk.
Operating environment
Hartridge is a cutting edge, engineering driven business focusing on high performance, automotive diagnostic solutions within the aftermarket segment. Products cover GDI, DPF, Diesel, Hybrid and Electric applications and use the latest in connected technology to ensure market leading user experience. All products are controlled by bespoke design software applications providing direct contact between Hartridge and the machines in the field. Work in this area is critical to the future roadmap for the business as it continues to evolve and find new opportunities in the dynamic and exciting automotive industry.
Key Responsibilities
* Fault find technical issues, remotely (telephone, email, live chat, skype, TeamViewer etc.) guiding technicians through complex diagnostics to a fast resolution.
* Investigate reported bugs and other customer issues, working closely with engineering and quality teams within the business to find and provide solutions
* Record all communications & after sales needs in a cloud based ticketing system. Including Technical Enquiries, Warranty transactions, Shipping, Returns, Quotations, Repairs & Invoicing.
* The investigation and repair of equipment returned as and when required
* Regional Incident account management of key territories.
* Regularly review open enquiries with customers/distributors & internal teams to ensure they are actively updated and progressed to meet response & closure targets.
* Work with Engineering and Operations teams to progress Continuous Improvement and value add solutions for customers.
* Produce and maintain technical content to be published in an online Technical Help Centre (documents, videos, etc.)
* Produce and distribute Customer Technical Bulletins.
* To assist with the testing, introduction & release of new products when required.
* To assist as required in conducting customer training.
* To support the out of hours on call rota.
* Based in Buckingham very occasionally there may be travel to Customers sites where you will be working directly with equipment and technicians in the installation, commissioning, training, assessment & /or repair of Hartridge equipment.
* Safety and Health – Responsible for completing required safety training, reporting and correcting any unsafe practices as appropriate, completing work activities in a safe manner, and complying with safety and health requirements for respective position.
Education and Experience (Minimum Qualifications)
* City & Guilds, ONC or HNC in Electronic/Electrical Engineering or equivalent, as well as experience in Mechanical Engineering.
* An understanding of pneumatic and/or hydraulic Engineering
* Reading, understanding & interpretation of technical assembly drawings including hydraulic, pneumatic and electrical circuit diagrams
* Experience of capital equipment would also be an advantage
* A background in field service & /or technical help desk work
* Experience of working with software driven equipment
* The ability to fault find and visualize technical problems
* Experience in a customer facing technical role
* The ability to positively interact with customers at all levels of skill
* An excellent communicator, particularly in circumstances where local language isn’t native to you
* The ability to multitask and prioritize many open enquiries and customer demands simultaneously
Expected Skills and Competencies
* Be a team player, comfortable working in a small team and building strong professional relationships.
* Have the ability to organise and take responsibility for their own work.
* Have a proactive approach to work and be good at problem solving and suggesting new ideas.
* Have the ability to communicate effectively at all levels both internally and with customers.
* Be flexible and keen to assist in a variety of ways on a variety of projects.
* Be confident and have a Can Do attitude.
* A multi-tasker and a finisher
* Must be willing to think outside the box and willing to take calculated risks
What We Offer
* We provide compensation and benefits programs intended to attract, motivate, reward, and retain an incredibly talented, globally diverse workforce at all levels within our organization. Our compensation programs are informed by market data and business needs, and we are committed to providing equitable and competitive compensation. We are committed to providing our team with quality and competitive benefit programs, including health and well-being resources, family-centric policies, and an agile workplace program, where not precluded by collective bargaining agreements or national statutory plans. Plans are benchmarked for competitiveness and value.
* We provide formal development opportunities at all levels and stages of employee careers. These opportunities are delivered in a variety of formats to make our portfolio of solutions agile, sustainable, and scalable to support our employees in developing the skills needed to succeed.
Safety
You will consistently hear us say Safety First! We are committed to continually improving our strong safety performance supporting the health and wellness of our employees. It is expected that all incidents, near misses, and unsafe conditions are immediately reported to the direct manager, Human Resources, or Safety Representative.
Equal Employment Opportunity
PHINIA is an equal employment opportunity employer such that all qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity/expression, national origin, disability or protected veteran status.
Visa Sponsorship
PHINIA does provide sponsorship for employment visa status based on business need. However, for this role, applicants must be currently authorized to work on a full-time basis, in the country where the position is currently based.
No Unauthorized Referrals from Recruiters & Vendors
Please note that PHINIA does not seek or accept unsolicited resumes or offers from third party recruiters or staffing agencies associated with any published or unpublished employment opportunities. Any unsolicited information sent to PHINIA will be considered as unencumbered and free from any fee or charge whatsoever. Only members of our Human Resources Team have the authority to engage or authorize recruiting services, which must be agreed upon before the unsolicited resume or offer is received.
Seniority level
* Entry level
Employment type
* Full-time
Job function
* Information Technology
Industries
* Motor Vehicle Manufacturing
Location: Buckingham, England, United Kingdom
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