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Technicial Specalist
Objective of the Role
To provide a technical point of contact for product information, technical information, repair techniques, client technical information systems and administrative procedures relevant to the accounts. To work with two Premium Clients and internal teams to maximise performance in the following areas:
- Permanent roadside repair performance through analysis and identification of issues
- Product Quality through identification of emerging technical issues
- Identification of areas where AWP operational resource can provide telephone repair solutions.
Main Duties
Technical Liaison
- To build and maintain an excellent working relationship with the relevant Quality and Technical personnel within the Clients business
- To work closely with the Account Managers and the Technical Manager to analyse scheme performance and product behaviour.
- Attend Client 1 Emerging Issues meeting every Monday at 0830 within Client’s premises – Midlands.
- Attend Client 2 Product Quality Information meeting on a bi monthly basis within Client’s premises – Midlands
- Attend additional Technical Update meetings internally and externally for the exchange of technical information to drive roadside repair and product quality.
- To work closely with the Allianz Worldwide Partners training team to ensure the knowledge base is up to date and maintained.
Warranty Processing
- Liaise with the Claims Team on a regular basis to exchange information.
- To be fully conversant with all warranty types and conditions.
- To provide technicians with the latest brand warranty information.
Technical Assistance
- To produce, collate and disseminate technical bulletins to management, technicians, and recovery operators. To also include other Allianz Worldwide Partners European Business Units for Client 1
- To provide helpdesk support to technicians in relation to parts identification, diagnostic procedures and roadside repair procedures.
- Demonstrate by analysis and/or practical means how reliability issues can be overcome. To collate and maintain an internal technical library and develop the company’s database of technical knowledge and solutions.
- Analyse and liaise with the Technical Manager to advise on likely equipment and parts requirements relating to technical issues
- To work with the assistance team to improve telephone repair and fault diagnosis and produce analysis of missed opportunities.
Procedures
- To proactively monitor changes to procedures and propose/agree changes as required. To update the procedures with the changes agreed and circulate to all involved areas.
- To proactively identify where improvements or new procedures can enhance the operation of a scheme or improve scheme performance.
- To carry out any ad hoc duties/projects as requested by the Account & Development Manager