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Technical Support Coordinator

• 313214

About Textron Specialized Vehicles

Textron Specialized Vehicles Inc. is a leading global manufacturer of golf cars, utility and personal transportation vehicles, snowmobiles, side-by-sides, all-terrain vehicles, professional turf-care equipment, and ground support equipment. Textron Specialized Vehicles markets products under several different brands. Its vehicles are found in environments ranging from golf courses to factories, airports to planned communities, and theme parks to hunting preserves.

About Textron Inc.

Textron Inc. (NYSE: TXT) is a multi-industry company that leverages its global network of aircraft, defense, industrial and finance businesses to provide customers with innovative solutions and services. Textron is known around the world for its powerful brands such as Bell Helicopter, Cessna, Beechcraft, Hawker, Jacobsen, Kautex, Lycoming, E-Z-GO, Textron Systems, and TRU Simulation + Training. For more information, visit: www.textron.com.

Opportunity

We are seeking a Technical Support Coordinator to be responsible for complete customer, dealer and distribution technical support of Ransomes Jacobsen Products. To provide clear communication to our customer help desks, distributors, dealers and major customers as well as responsibility for accurate data management to be able to monitor and track aftersales performance. This role is a good starting point for aspiring Product Support Managers.

Responsibilities include, but are not limited to:

• Assist dealers/distributors and end users in troubleshooting and diagnosing product problems via phone or e-mail requests, providing efficient feedback and resolution where possible.
• Have a clear understanding of the content of Engineering Change Order (ECO’s) and prepare Service Bulletin’s to detail the product changes or instructions to Textron staff, distributors, and dealers in a concise and accurate manner.
• To be competent in data analysis by collating and presenting data through the use of Power BI.
• To chase production of modification/rectification kits to ensure that product can be updated within the specified deadline and to maintain and implement data management processes that track and monitor progress of field service campaigns.
• Liaise with warranty and other relevant departments to verify that the work is completed by the dealers within the specified time, this is particularly important where operator or public safety is concerned.
• Ensure that the Customer Care section of the website is updated on a weekly basis, ensuring that all the information on all products is correct.
• Work with Engineering, Manufacturing, Quality Control, etc. to determine potential solutions for product problems.
• Working with and supporting Engineering and the Product Support Managers, provide clear instructions that will assist Distributors and Dealers install rectification kits.
• Liaise with other personnel from both within the Company and external, who can provide advice and support to investigate, resolve and verify customer enquiries and/or concerns
• Other duties as required.

Qualifications/Skills/Education Required:

• Preferably HND/HNC educated or equivalent in a Mechanical Engineering/Apprenticeship related field;
• UK Driving license is essential, travel required;
• IT Literate of full Microsoft Office Suite, strong excel and Power BI skills;
• Knowledge/prior use of Oracle/SAP is advantageous;
• A hands-on attitude with a willingness to get involved in technical aspects of the role;
• Clear written and verbal communication skills;
• Excellent customer service, inter-personal and organization skills;
• Ability to prioritize assignments and achieve deadlines;
• Effective time management skills, including the ability to multitask and prioritize workloads;
• Ability to work well under time pressure, to the highest professional standards;
• You should be autonomous and look to add value to everything you do.

What we Offer:

• Competitive salary;
• A nine day working fortnight (every other Friday off work);
• 30 days holiday inclusive of bank holidays
• Company pension scheme (6% employer contribution);
• Life assurance scheme;
• Company sick pay scheme;
• On-site golf course and football pitch;
• Employee Assistance Programme;
• Long service awards;
• Perks at work (discounted cinema tickets etc);