Field Service & Technical Training Engineer - Aftersales UK

The oldest motorcycle brand in continuous production, Royal Enfield has created beautifully crafted motorcycles since 1901. From its British roots, a manufacturing plant was established in Madras in 1955, a foothold from which Royal Enfield spearheaded the growth of India’s mid-sized two-wheeler segment. Royal Enfields are engaging, uncomplicated, accessible and fun to ride; a vehicle for exploration and self-expression. It’s an approach the brand calls Pure Motorcycling.

Royal Enfield recently invested in two world-class technical centres, in Bruntingthorpe, UK, and Chennai, India, and in 2020 opened its first assembly unit outside India, in Buenos Aires, Argentina. With more than 17% growth year-on-year for the last 5 years and sales in international markets up 96% in 2019-20, Royal Enfield is the leader in the global mid-size motorcycle market.

At Royal Enfield, we don’t simply focus on what we do, but how we do it is also very important to us. We do not follow the industry conventions, or take the well-trodden path. We create our own path and that has led us to this outstanding success in the past. Our values and the brand remain at the core of all our activities, as we work towards transforming Royal Enfield into a complete experiential brand.

To that effect, we are adding quality and diversity to the existing team by bringing in new people from different industries providing us with a wide range of thoughts and ideas; people from different parts of the world to help us learn about the markets we intend to serve in the future.

As a Field Service & Technical Training Engineer for the given region (UK), you will be part of the Global Commercial Organization and report to the Regional Service Team Manager of the region.

You will be responsible for executing the after sales business strategy roadmap in your region, supporting the channel partners for achieving brand led business growth as a Field Service & Technical Training Engineer, you will be responsible for all aspects of after sales and customer care. You will work with cross functional teams of sales, services, marketing and aftersales for delivering the business and brand objectives.

Key Responsibilities

Technical Training:

- RE Technical Expert in the country (motorcycles / spare parts);
- Responsible for delivering Technical Training to the dealer network;
- Responsible for controlling the LMS (Learning Management System) accesses and courses completion;
- Make sure the technical training material is in order and up to date;
- Ensure adequate trained technicians are available in the workshops of the dealer network;
- Conducting competency tests to identify training needs of channel partner personnel;
- Support manage the Skills Competition in the country with the dealer network and its technicians;

Field Operations and Management:

- Responsible for RE’s extended support on the ground (field) whenever required;
- Responsible for supporting the dealers with technical issues related to complex technical cases;
- Generate a report of dealer visits;
- Support Service audits whenever required;
- Support workshops set up as per BRI standards (Brand Retail Identification);
- Whenever required, execute dealership assessments, evaluating the channel partners spare part and accessories sales; and after sales/service business performance; service processes implementation, with a focus on total customer satisfaction;
- Ensuring channel partner’s service infrastructure and readiness for new product launches;
- Ensure channel partner’s operations as per laid down policies and work towards providing quality aftermarket experience to customers through channel partners;
- Implementing Service standards and monitoring its effectiveness;

Technical Administration:

- Maintain the main list of RE's Tools required (hand tools/special tools, diagnostic tools, equipment);
- Make sure the technical library is accurate and up to date;
- Ensure Service Bulletins, product changes communication and upgrades are communicated to dealers whenever required;
- Feedback to the headquarters of necessary changes required in the technical literature;

Product Concern Resolution and Product Quality:

- Monitoring quality issues and reporting to the team in India using FOR report (Field Observation Report);
- Be the resolver of technical issues and support the implementation of corrective actions;
- Provide to the channel partners the visibility and status of product improvements and field / market actions;
- Support the samples sending process to the Engineer for product analysis.

Ideal Candidate

A proven, established track record in the role requirements in the motorcycle industry. L3 Motorcycle licence.

Benefits

Excellent salary package and benefits, can be provided during recruitment process.