Provide a high level of technical support to the dealer network, through diagnosis, fault finding and final rectification for both petrol engine and electric cars
Resolve all product related issues including chassis, suspension, body, paint, trim, powertrain, electrical, engine management diagnostics etc on both ICE, PHEV and BEV vehicles, escalating any quality issues
Respond to technical requests from authorized repairers in a timely manner to resolve customer needs, either remotely or in person when needed
Creation of processes and guidelines to optimize technical inquiries and to increase the self-solution rate at the dealers
Mentor technicians and provide training academy support
Support Customer Services and Warranty in the resolution of customer issues within the network
To keep pace with the latest technical developments in the automotive industry & all Lotus product information in an up-to-date and orderly manner
To ensure that all work and authorised repairer visit reports are kept fully up to date and forwarded to the relevant people in a timely manner
Assist with the Over-The-Air software rollout to the end-customers and its relevant issues along the software delivery process
Any other tasks assigned by the management, include but not limited to: Assisting with resolving customer complaints in a timely manner, assisting with business communications to importer/retailers, and assisting with vehicle / parts / aftersales homologation as and when require

Degree / Diploma level in an engineering discipline (Mechanical, automotive or similar) is an advantage
High automotive technical qualification (Diagnostic / Master technician preferred)
High Voltage Expert (IMI qualification level 3 or higher)
Extensive whole vehicle diagnostic knowledge, High Voltage System and EVs
Work experience in a car dealership/workshop, OEM experience (manufacturer, NSC, regional office) is an advantage
At least 7-10 years of proven experience in the automotive industry in technical areas, retail and/or regional office
Understanding of the entire after-sales process in a workshop from customer reception to workshop processes and parts supply
Knowledge of warranty processes and body work would be an advantage
Good communication skills are essential, specifically the ability to communicate detailed instructions with technical and non-technical staff from different markets
Ability to speak and write English at a technical level
A customer centric approach to every aspect of aftersales operations
Consistently deliver on promises and commitments
Willing to engage directly with end user customs in sometimes challenging and sensitive situations
Accurate and concise report writing and proficient use of Excel/Word/PowerPoint
Must be prepared to travel at short notice (Travel requirement: 25%
50%)
Must hold a full, clean driving licence

Field Service Engineer – Middle East, Africa, India

Key skills