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Posted: 52 days ago   Expires in: 3 days

Head Of Technical - Road Operations

Salary: £80,000 dependent on experience plus package

Location: Field Based

Job type: Permanent

Category: Field Based

Job Description Summary    

A role responsible for ensuring that all roadside patrols/technicians are provided with appropriate technical support to enable them to deliver industry leading levels of roadside assistance to our customers.

Provide strategic guidance on all technical issues to allow the business to continuously improve roadside technical performance and implement technical solutions and initiatives to maximise our competitive advantage.

Working closely with vehicle manufacturers and other automotive industry experts identify how future automotive technology will impact on our roadside performance now and in the future therefore identifying appropriate technical solutions to maintain and improve our repair capability.

Responsibilities    

  • Uphold the Values of the AA and demonstrate the appropriate Behaviour in order deliver the best possible service for our customer.
  • Provide expertise and strategic guidance to the road operations technical & training manager across a range of technical areas to enable appropriate investment to be made to improve the technical performance of roadside patrols and technicians.
  • Develop a technical improvement strategy which provides costed recommendations to achieve short, medium and long terms objectives to enable patrols to maintain and improve repair rates.
  • Effectively manage, develop and motivate managers and staff within the technical department providing them with appropriate focus and direction to deliver technical solutions and support for roadside patrols.
  • Evaluate impact of future automotive legislation and technological developments to identify and assess the potential impact on repair capability for the future, providing solutions to mitigate impact of technological change.
  • Support the training / L&D team by providing expertise through subject matter experts and give guidance on technical and training repair improvement opportunities
  • Develop close working relationships with all levels of the road operations management team to ensure a collaborative and supportive approach in identifying and implementing technical initiatives.
  • Manage within budget the technical infrastructure and people within the road operations technical team and advise on investment to improve technical capability and repair rate.
  • Take responsibility for the day to day relationship with our diagnostic hardware & software partner ensuring we extract maximum value from a proactive relationship
  • Engage internally with other stakeholders on the impact of Connected vehicles on the AA from an operational perspective
  • Ensure you remain the ‘go to person’ on all matters related to Electric Vehicles within Operations and remain the true SME in this area from external research and learnings / training
  • Ensure that appropriate levels of technical support are provided to our major B2B clients (vehicle manufacturers & fleets) identifying issues and concerns through the development of early warning technical analysis to reduce volume of breakdowns and to improve reliability of their products.
  • Support patrol performance through effective and energetic engagement with the senior outdoor road ops management team to rapidly implement technical initiatives and solutions.
  • Maximise the effective use of data to identify issues with subsequent development of initiatives to improve performance across the outdoor operation.
  • Benchmark and review our technical approach and performance against other organisations to ensure that we remain at the forefront within a roadside assistance environment.
  • Facilitate change to enable our technical approach to adapt and change dynamically and quickly responding to technologies and customer vehicle profiles.

Ensure Treating Customers Fairly (TCF) is embedded in the culture of the AA to deliver the six customer outcomes of right culture, right information, right delivery, right targeting, right advice, and right post sales treatment.

Ensure you manage the health and safety of your team and any associated risks with the work they undertake.

Managing a team

  • Manage performance in a supportive manner to develop individual’s maximum potential.
  •  Effectively communicates where the business has to move in the future and how to implement business initiatives to maximise our competitive advantage.
  • Provide direction and vision to the wider team to ensure understanding and buy in ensuring that everyone is contributing towards common goals and objectives
  • Supports and facilitates the development of talent within their team by providing timely feedback, guidance, training to help them reach performance goals and achieve personal aspirations.
  • Ability to lead, motivate and empower a high performing team.
  • Effectively prioritises workload and tasks in order to respond to changing demands while utilising the wider skills and attributes of individuals within the team

Risk Management 

  • (To be added by HR after evaluation)

Health and safety requirements

  • Conduct yourself, and carry out work, to ensure compliance with the Company’s Health, Safety and Environmental Policies. 

The Individual    

Capability, Knowledge and Experience: 

  • Proven knowledge, professional competence and experience within an automotive/mechanical/electrical engineering background.
  • Proven managerial experience with the ability to motivate and develop members of the team
  • Ability to effectively interact and engage with stakeholders both internal and external
  • Extensive understanding of future automotive technologies and how it will impact on our roadside performance and repair capability
  • Ability to work on own initiative as well as part of a team to deliver projects within challenging timescales on budget
  • Positive and resilient within a constantly changing and evolving business environment
  • Team player who sees the wider picture with capability to collaborate with others across the road operations management team to deliver technical solutions in a consistent manner.
  • Strong analytical and IT skills
  • Must demonstrate a high level of self-motivation, initiative and flexibility, and determination to see a task through to completion
  • Dynamic and forward thinking with an ability to inspire and lead others through demonstration and explanation

Education and Qualifications:

  • Chartered Engineer or Motor industry registered professional (or working to this qualification) with a minimum of 10 years within an automotive environment.
  • Educated to degree or equivalent status
  • Must have completed an Industry recognised automotive training programme of a level equivalent to that of a Master Technician or have significant equivalent experience

Personal Characteristics:

  • Highly articulate communication and interpersonal skills
  •  Proven leadership capability
  • Effective influencing skills – internal and external
  • Strategic thinker with track record in planning and delivery of high profile projects and initiatives
  • Professional experience and recognised industry qualifications
  • High level of financial acumen and business expertise

The duties listed are not exhaustive. Additional hours of work may be required, as determined by the needs of the business. Managers and staff may be required to undertake additional duties, responsibilities and projects as appropriate.

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Salary: £80,000
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