Technical Support Specialist

Technical Support Supervisor (INTERNAL ROLE) (INTERNAL APPLICATIONS ONLY)

Location: Any UK

The Technical Support Supervisor will support the Head of Product Information & Training with day-to-day tasks and longer-term goals for department growth. They will oversee the team of Technical Support Advisors on the AD24 Call Centre to support customers and internal departments with technical support, supplier account set up and part number creations and maintenance.

Working with the wider Product Information team, they will work to ensure that all departments are aligned and prepared for new product launches and vehicle deliveries They will also make sure parts manuals, technical documentation and supplier information are available through AD24, and that information is up to date, and support our global product range.

Main responsibilities:

To support Head of Product Information & Training with the following:

• Team admin

• Loading documents to AD24 (legacy/supplier info)
• Supplier account and part number creation
• Manage supply of third-party information on AD24
• Support with delivery of wider projects – TCO, NPD readiness etc.
• Review and monitor call centre statistics.
• Track RMA’s and work to improve efficiency and reduce costs.

Along with tasks associated with Technical Support Advisor role:

• First line of technical support through chat, email, and call centre.
• Identify part numbers and other technical data required by customers.
• Part number creation and set up, liaising with suppliers where required.
• Work with other AD departments and suppliers to ensure accurate information on systems.
• Manage part number supersessions and parts kits.

 What you will bring:

• Experience in a supervisory role.
• Able to manage own workload and work autonomously where required.
• The ability to build an effective network of relationships both internally and externally, understanding the needs of all customers at all levels.
• IT literate, particularly with Excel, and able to maintain AD24 back office.
• Able to act on own initiative when required to ensure customer needs are met.
• Ability to read engineering and supplier drawings, and extract required information.
• High degree of accuracy with regard to technical specifications and data input.

Next steps:

If this sounds like you, and you’re interested in coming ‘aboard’, then we would love to hear from you. Alongside uploading your CV, please share a short covering letter detailing why you’re interested and why we should hire you!

*Recommend a Friend is applicable for this role.

We care deeply about being inclusive and we encourage applications from people with diverse backgrounds and experiences.

Due to the volume of vacancies and applications, we would prefer that you submit your application online. If however, you require an alternative method of applying, please give us call on +44 1324 621 672 or send an email to [email protected]

More than half of the buses that you see on the roads in the UK and Hong Kong are made by Alexander Dennis. Globally, there’s over 25,000 people every minute, of every day using our products. That’s a lot of responsibility we have for keeping the world moving.

At Alexander Dennis we design, engineer, build and support the widest range of market leading buses and coaches using low, ultra-low and zero emission technologies. We have extensive experience in vehicle supply and support across Europe, Asia Pacific and North America, with a near 50:50 revenue split between UK and international markets.

We are excited about the opportunities arising from the global push for lower pollution and better air quality. The UK Government as well as many others around the world have committed to aggressive but achievable decarbonisation agendas and at Alexander Dennis, we are ready to deliver the green buses needed to transition to cleaner transport.