Product & Training Support Engineer

About this role

Product & Training Support Engineer is responsible for providing administrative support, product expertise and advanced after sales technical and training support within Technical Customer Services (TCS). This includes warranty tyre diagnosis, logging and monitoring, specialist service & technical back up for; TCS field Team, DC2, Sales, Marketing and C360 Network in the practical elements of training support, in particular expertise with PSV, CVT & CST tyre fitting, husbandry, vehicle lifting, securing, walk-round checks.

As part of Technical Customer Services constant product quality monitoring, this role also is involved in liaising with Central Technical Services and the Bandvulc plant of early warning quality concerns Product & Training Support Engineer – Key Responsibilities Manage the daily customer service of tyre complaints and adjudications, ensuring high performance goals are achieved in processing complaints and dealing with re-examination complaints Provide product quality assessment and reporting Ensure customer response targets are consistently achieved within defined KPI Provide support with the TCS Audit programme where and when necessary Provide support in specialist technical expertise as part of the portfolio of technical training courses delivered Practical training in vehicle securing, lifting, walk-round, wheel security, tyre fitting, balancing, re-grooving, repairing and all other related factors to the required training courses Responsible for the operation and cleanliness of the warranty and training facility, ensuring high service levels, quality standards and that it is fully functional at all times Monitor product quality performance, identify emerging quality concerns, coordinate reporting and escalation through internal quality management processes Act as the primary liaison between UK Technical Services, Central Technical Services, and manufacturing operations regarding product quality and warranty-related factors Initial interface to provide specialist accurate technical support and advice to customers, fleets, dealers, sales teams, and internal stakeholders on tyre technology and performance, servicing, and warranty matters enabling clear and concise data is shared in-line with Continental's compliance Assist and deliver technical training and support in the development of training programmes for both commercial vehicle and passenger tyre service networks Assist with the creation of training and technical bulletins, videos and other content required for the business About You: The ideal candidate will be a highly experienced technical professional with expert knowledge of tyre technology, servicing, warranty investigation, and quality management.