It Einstein

 

Description:

We endeavour to fix the problem, first time. We do what we say we are going to do, and more.

 

We demonstrate market-leading knowledge and explain the pros and cons of all options to help inform the customer’s decision, using user-friendly communication to avoid any baffle with jargon.

 

We want to exceed all customer expectations and impress with our flexibility and how we provide our services. We aim to solve the customer’s technical problems with subtlety and a limited disruption to their day.

 

The customer needs to feel the benefits of our service by making their life easier. We communicate via telephone calls, WhatsApp, and Facebook messenger, giving us the ability to identify the customer’s needs concisely.

 

Your Role

· To be accountable for your own work - mistakes could damage company reputation.

· To be prepared for calls from customers that need immediate support.

· To respond to enquiries and requests for assistance.

· To understand what the customer needs and explain how you are going to resolve it.

· To identify problems, troubleshoots and provide advice to assist users.

· To explain prices, timeframes and level of involvement.

· To Remote Access into customer’s technical equipment, install updates and make improvements.

· To buy, set up and post equipment to customers.

· To train customers on how to use Garage Vitals’ supplied equipment.

· To provide support to customer’s hardware, peripherals, network and desktop applications.

· To continuously update your knowledge to be better informed than other technicians.

· To install bespoke vehicle manufacturer software and interfaces, both remotely and inhouse.

· To regularly identify new methods and procedures for lean performance.

· To identify when new updates are due and roll them out to suitable customers.

· To introduce methods for the automation of updates and services.

· To monitor systems for new software updates that need to be deployed.

· To keep up-to-date with new methods and technology and be first to the market with solutions.

· To complete your own admin duties.

· To maintain an up-to-date work log of tasks completed.

· To analyse problems and identify solutions.

· To learn unique processes to install software for garage owners and technicians.

· To liaise with customers to arrange the updating of software.

· To check that a customer has all of the requirements before starting the task.

· To ensure that customer computer systems meet the requirements of software spec.

· To support the customer in all things IT.

· To adapt communication to each customer’s level of ability.

· To teach and demonstrate how to use the equipment to customers.

· To design and build a networking infrastructure for customers.

· To work independently with general supervision.

· To build and test laptops on cars.

· To practice and test new ideas and methods before rolling them out.

· To document and review all processes.