New Product Field Support Engineer

at  Lotus UK

Lotus Cars builds world-class, high-performance and lightweight sports cars that are sold all around the world.
To bring the company to the level we want it to be, we are looking for a New Product Field Support Engineer to join our team!

SUMMARY:

As a New Product Field Support Engineer at Lotus, you will play a crucial role in investigating, diagnosing, and resolving field issues, ensuring that every customer interaction is positive. Your robust feedback will directly contribute to rapid problem resolution, reducing fault incidence, and enhancing the quality of our Lotus products.

ESSENTIAL SKILLS:

• Extensive whole vehicle diagnostic knowledge.
• Experience with dealership fault-finding and warranty processes.
• A continuous improvement mindset regarding products and processes.
• A strong desire to learn and grow.
• Collaborative team-building skills, recognizing the value of diverse skill sets.
• Ability to constructively challenge colleagues in a constructive manner; fact-based decision-making.
• Confidence in resolving disputes directly with customers and dealers.
• Exceptional organizational and time management skills for a role that involves office, home, and field-based work with frequent travel.
• Strong communication skills to convey detailed instructions to both technical and non-technical staff.
• Professional presentation for customer-facing interactions.
• Proficient in accurate report writing and using Excel, Word, and PowerPoint.
• High degree of autonomy, with a focus on teamwork and knowing when to seek assistance.

DESIRABLE SKILLS:

• Knowledge of common automotive materials and their manufacturing processes.
• Understanding of electrical, mechanical, and thermodynamic principles.

• Investigate and resolve field issues, documenting solutions for new Lotus programs.
• Build and document technical knowledge of new products before, during, and after their launch.
• Foster relationships with the dealer network and collaborate across technical areas to ensure success.
• Provide comprehensive technical support and advice to the dealer network and escalation of issues within Lotus for support, working remotely whenever possible.
• Identify safety and legislative issues as a top priority.
• Produce vehicle inspection and repair action plans to ensure quality.
• Assist with technical training, PR, Sales, and the creation of ASO dealer training literature as needed.