Overviewand assistance to a top automotive OEM worldwide dealer network. Role Objectives:This role carries significant responsibility for coordinating processes that enable the identification, prioritisation, definition, and effective handover of issues reported from the fieldDefining metrics, processes, and systems necessary to ensure the efficient and effective identification of issues arising from the field are also a key part of the roleServing as the voice of the customer, the Lead Engineer is responsible for ensuring that key field issues are successfully pursued to resolution. You will also hold accountability for making critical decisions regarding the need for Field Service Actions.Responsibility for defining and preparing reporting of field issue metrics to senior management level.Key ResponsibilitiesLead the processing of incoming field reports from the global dealer network; define the processes and systems used and manage day-to-day operations of incoming field reports such as Product Defect Reports (PDRs) and PDI and Warranty dataIdentification and prioritisation of key field issues to escalate based on customer impact, vehicle downtime and warranty cost through data driven approach.Oversee successful definition, handover and acceptance of field/customer issues through to resolutionLead or support cross function problem solving teams and ensure field issues are resolved by the business in a timely fashion and appropriately escalate substandard progressDefine and produce key metrics to report the key field issues and customer impact through regular reporting.Represent Aftersales and Voice-of-Customer in cross functional forums up to Quality CommitteeResponsible for verifying resolution of field issues is successful (reporting of VIN breaches)Identification and appropriate escalation of urgent, critical issues reported from field reportsRepresent Aftersales in Technical Review Group (TRG) meetingsDecide or make recommendation on the need to conduct Field Service Actions to improve customer satisfaction and reduce warranty spend.Monitor, report and drive completion of active Field Service ActionsAct as conduit for collating regional field feedback and ensuring issue resolution status is fed back to the Regions.Qualifications & ExperienceSelf-motivated and organised, with a high attention to detail. Committed to consistently producing excellent quality work on time and on budget.Leadership skills, able to negotiate and influence others. Proven ability to lead own team or cross functional teamsIn-depth understanding of the cost of qualityQualified to degree level in Engineering or equivalentIn-Depth experience of problem-solvingDetailed understanding of Quality Control systemsPrevious substantial experience in Aftersales, Quality or Production (preferably automotive/OEM).Experience of inspection operations.Knowledge of Quality tools and processes is essential.Proficient with lean manufacturing methods and techniquesA full clean driving licenseRequired SkillsAdvanced data analysis (statistical data)Root cause analysis activities including 8D-analysis.Strong computer & IT literacyExcellent written and verbal communication skillsHigh level presentation skills, presenting to senior management levelPersonal AttributesAlign with the core values of Unity, Trust, Openness, Ownership & CourageExcellent interpersonal skills, with the ability to lead and motivate teams to achieve objectives.Structured, organised and logical in approach.Flexibility to operate within 'Working time flexibility'Ability to travel if required from time to time to visit client sites.Company & BenefitsWe are a software sales and consulting company focusing primarily on industrial aftermarket, Service Lifecycle Management (SLM), Industrial IoT and Augmented Reality application in Service. We are global partners with Siemens providing Service Business Strategy consultancy and support, Industry 4.0 for Service, outsourced technical publications support and digital transformation to industries globally. We are passionate about innovation and work collaboratively to give our very best to our staff and customers. Job satisfaction, wellbeing and career progression are top of our list for our employees. Joining our dynamic, ambitious and friendly team you'll be empowered to fulfil your potential and be part of an inclusive culture that values diversity and rewards innovation, hard work, integrity, and merit. We have an excellent Company Benefits package that focuses on employee reward and wellbeing:Private Medical InsuranceCompany pension25 days annual leave + bank holidaysHybrid workingLong Service Award schemeEnhanced maternity paySubsidized eye testsCAD-IT Mental Health & Wellbeing Support Group #J-18808-Ljbffr