Master Technician - Diagnostic Support Technician (off the tools) Ford Core business hours: Monday - Friday 9.00am - 5.30pm (May involve shifts, 8am-4.30pm / 9am-5.30pm) - 37.5 hours per week £40,000 - £44,000 depending on experience Location: Oxford area Are you a trained Master Technician with Ford experience looking for an exciting new opportunity where you can put your technical knowledge to great use whilst remaining out of the workshop environment? This Master Technical Support role is designed to provide technical support via telephone (or electronic methods) to customers who require information, instruction, advice or support relating to the use of a diagnostic tool, or with a specific diagnostic issue with a vehicle. You'll be required to log all customer connections in the CRM system, maximise "first-time resolution" of customer queries, work as a team to share technical knowledge and coaching, attend training in order to maintain and develop your technical knowledge, and identify opportunities for continuous improvement. Key responsibilities and accountabilities: * Provide information and advice on vehicle diagnostics and technical solutions to customers via telephone and other electronic methods. * Log all customer connections in the company CRM and maintain records of information and advice given to an agreed standard and process. * Resolve customer queries related. * Maximise first time resolution of customer queries, in a timely manner. * Disseminate technical information to colleagues and others to improve customer support. * Attend technical training, develop existing Technical knowledge and acquire new skills as required. * Provide training support to customers and employees as required. * Create customer help files, training information and user guides. * Liaise with Development team to develop diagnostic software, data and hardware products as requested. * Periodically may be required to support global customers, working in a shift pattern. * Always adopts a professional manner with colleagues and customers. * Adhere to company policies, quality standards and Health and Safety practices. * Identify opportunities for continuous improvement. * Any other duties required in order to support the needs of the business. Requirements: * Excellent communication skills - written and verbal; * Problem-solving skills; * Automotive Diagnostic skills, knowledge of the diagnostic process; * Good knowledge of electrical, electronic and mechanical systems; * Basic knowledge of Microsoft Office & Windows systems; * Automotive NVQ / City & Guilds qualification; * Diagnostic Technician level or ideally Master Technician qualification. The Company offers 25 days holiday (rising to 30 days with service) + bank holidays, and an enhanced benefits package. This role is not in a workshop environment and is a technical advisor role. The company is a dynamic and very successful customer - focused aftermarket organisation. The perfect role for a Master or Diagnostic Technician wanting something unique. Full further details and to apply, please send your full CV to Chloe at WeRecruit Auto Ltd quoting job reference ST1442 Diagnostic Technician - Master Technician - Technician - Ford Technician - Off the tools - Mechanic - Technician - ATA - Dealership - Automotive - Motor Trade - Service & Aftersales Full Time - Permanent - Job Follow us on Twitter @werecruitauto Should your skills and experience match what our client is looking for, we will contact you before proceeding with your application, either via phone or e-mail initially. Unfortunately we are unable to contact all applicants due to the volume of applications so if you do not hear from us within 5 working days please assume you have been unsuccessful on this occasion. If you have relevant industry experience we may store your details for future opportunities