Technical Resolution Specialist/Service Advisor

Carsa Limited

Park Gate, United Kingdom

5 days ago

Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Working hours

Regular working hours

Languages

English

Compensation

£ 30K

Job location

Park Gate, United Kingdom

Tech stack

Adobe Analytics

Diagnostic Tools

Job description

As a Technical Resolution Specialist/Service Advisor, you will be the technical expert within the Customer Experience team, using your mechanical and electrical knowledge to diagnose vehicle issues remotely, advise on next steps, and resolve technical queries efficiently. Your role will help reduce escalations, improve first-contact resolution, and enhance the overall customer experience., * Diagnose mechanical and electrical vehicle faults remotely through detailed questioning

Provide clear technical advice on fault severity, safety, and repair requirements
Support customer enquiries and complaints, translating technical issues into customer-friendly explanations
Review garage diagnostics, repair estimates, and warranty claims for technical accuracy
Authorise or decline warranty claims in line with evidence and manufacturer guidance
Liaise with garages, dealerships, and recovery providers (AA/RAC) to coordinate repairs and breakdowns
Provide real-time technical support and coaching to Customer Experience colleagues
Maintain accurate case notes and ensure compliance with consumer rights and warranty terms

Requirements

Do you have experience in Technical support?, * NVQ Level 3 or 4 in Light Vehicle Maintenance & Repair (or equivalent)

Strong mechanical and electrical diagnostic experience
Experience diagnosing faults remotely
Customer-facing automotive experience (garage, dealer, roadside, fleet, etc.)
Excellent communication and problem-solving skills
Confident using diagnostic tools, technical bulletins, and case management systems

Desirable: