Job Description

Technical Advisor

Objective

The primary objective of the Technical Advisor is to provide file writing services, as well as product and technical support to VIEZU Dealers and Special Project Clients. This role supports the growth and development of this specialist business area by serving customers with product delivery. The Technical Advisor is tasked with researching and developing particular model lines to improve the coverage of high-quality files and ensure timely delivery to the end-user service.

This position is based onsite at Viezu Technologies Ltd, Warwickshire, B50 4JN.

Accountable to: Technical Manager

Responsibilities

Custom File Writing

: Develop ECU enhancement programs tailored to client needs. Collaborate closely with Technical Team Management and Clients to understand specific requirements, ensuring Files are customised to deliver optimal performance within the closest possible safety range for the end user Customer. Utilise advanced software tools and methodologies to create precise and reliable file enhancements that meet or exceed client expectations. Regularly update and refine these programs based on the latest technological advancements and feedback from clients and dealers. Integrate exemplar files to the portal database

Customer Services and Product Delivery

: Ensure effective delivery of products and services. within SLA and with VIEZU exemplar portfolio determined by its R&D, customer feedback and best outcomes. Foster robust communication channels with clients and dealers to gather feedback, ensuring continuous improvement and adaptation of offerings.

Leverage feedback to refine and update the File Reference Portfolio, aligning with the latest industry trends and technological advancements. Coordinate with the R&D Teams to incorporate innovative solutions into the product line, providing a competitive edge. Maintain a proactive approach in addressing potential challenges, striving for excellence in every aspect of service delivery to uphold the reputation and standards of VIEZU.

Dealer Support and Training

: Provide training and support to dealers. Maintain strong relationships through support activities. Participate in New Client Dealer and Master Dealer Onboarding Programs to ensure they are equipped with the necessary knowledge and skills. This includes participating in training sessions, workshops, and webinars tailored to address the specific needs of dealers. Offer ongoing support to address any technical questions or challenges dealers might face, fostering a collaborative environment where feedback is encouraged and used to enhance service delivery.

Training Material Enhancement and Development

: Improve and create training materials. Collaborate with the R&D and Technical Teams to ensure that all training materials are up-to-date and reflect the latest technological advancements and industry standards. This involves designing comprehensive training modules that cater to varying levels of expertise among dealers, from beginners to seasoned professionals. Incorporate multimedia elements such as videos, interactive presentations, and real-world scenarios to enhance engagement and learning retention. Gather feedback from training sessions to continuously refine and improve the content, ensuring it meets the evolving needs of dealers and aligns with VIEZU's commitment to excellence and innovation in service delivery.

CRM Database Maintenance and Reporting

: Maintain and report from the customer relationship management database.

File Key Reporting and Management

: Manage and report on file keys.

Setting File Management/Monitoring

: Monitor the setting and management of files.

Dyno Testing and Product Research

: Conduct dyno testing and engage in product research.

Support Workshop Activities

: Assist in workshop activities and dyno testing.

Working Relationships

VIEZU Approved Dealers and Special Projects Clients

Service Reception

: Collaborate regarding work bookings, including training days.

Senior Technical Advisor

Key Result Areas

Performance in the role is measured against key performance indicators (KPIs), which are subject to change during the annual appraisal performance review. The areas include:

1. Telephone call responses within SLA

2. Email responses within SLA

3. Dealer technical support within SLA

4. Delivery of dealer technical training

5. Weekly dealer service level monitoring

6. Customer technical support

7. Daily database maintenance and management

8. Monthly and adhoc database and service monitoring reports

9. Support for marketing campaigns as required

10. Monthly Dealer Newsletter

11. Daily file key management

12. Support for trade shows and events as required

13. Achievement of dealer sales targets set monthly

14. Order fulfilment within SLA

15. Adherence to business processes and procedures

16. Work presence and punctuality

17. Support for VTA training

Key Tasks

Custom File Writing

: Engage in ECU enhancement programs.

Customer Requests

: Respond promptly to customer requests for products and services.

Product Demonstrations

: Present products and services effectively to win sales.

Dealer Training

: Prepare and deliver technical training events for dealers.

Business Service Monitoring

: Monitor service levels and provide recommendations for improvement.

CRM Database Management

: Maintain and secure the CRM database, ensuring accurate records.

Dealer Newsletter Contribution

: Contribute to the monthly newsletter with product updates and tips.

Trade Show Support

: Assist with trade shows and events as needed.

VIEZU Technical Academy Support

: Support academy activities.

Process Adherence

: Ensure adherence to business processes.

Core Skills

Custom File Writing Experience

: Essential experience in custom file writing across various marques.

PC Literacy

: Highly proficient in computer use.

Communication Skills

: Strong verbal, written, and presentation skills.

MS Office Proficiency

: Skilled in MS Office packages.

Telephone Handling Skills

: Experienced in managing telephone communications.

Sales and Customer Care

: Skilled in sales and customer service.

Training Experience

: Knowledge and experience in training.

VIEZU Product Knowledge

: Familiarity with VIEZU products and services

Interpersonal Skills

: Strong ability to interact with others effectively.

Time Management Skills

: Efficient in managing time and tasks.

Problem Solving skills

: Ability to apply critical thinking outside the box

Highly Organised and Focused

: Unflappable and capable of seeing the wood for the trees
This role is pivotal in ensuring the delivery of high-quality technical support and service to VIEZU's network of dealers, Master and Client, contributing to the company's success and growth.

Job Types: Full-time, Permanent

Pay: 28,000.00-34,000.00 per year

Benefits:

Company events Employee discount Free parking Private medical insurance
Education:

A-Level or equivalent (preferred)
Experience:

customer service: 2 years (preferred)
Work Location: In person