Specialist Technical Support - Customer Service

Main Purpose of the Job: The position is to report to the Technical Support Manager UK&EIRE. The role is to provide technical support on CV Products for the UK & EIRE Network

Key Activities:

• Respond to technical enquiries escalated by dealers through designated case management systems, providing timely and effective support.

• Provide field-based technical support when required to minimise vehicle downtime, including hands-on physical and manual diagnostic and repair assistance.

• Support markets through advanced diagnostics, fault analysis, and root cause identification, while coaching dealers to increase their technical capability and diagnostic autonomy.

• Coordinate activities across the Technical Support team, including the planning and scheduling of field visits, dealer support, and technical training initiatives.

• Ensure the effective exchange of technical information between the Technical Support team and other business brands, creating and maintaining a knowledge base through troubleshooting documentation and technical publications.

• Support Product Quality teams in the investigation and resolution of product concerns, following up on submitted cases with relevant central departments, including Quality, Product Support, and Product Validation

• Ensure significant technical issues identified in the market are appropriately recognised and escalated within Global Quality Product Lines, with clear prioritisation and effective communication provided to Technical Support teams, brands, and dealers.

• Escalate critical issues to the Technical Support Coordinator, Second Level Support, Product Line Leaders (PLLs), or European Technical Support Management when response times or prioritisation do not meet business or brand expectations.

• Provide technical expertise and support to other areas of the business as required.

• Demonstrate a proactive, self-motivated approach, taking ownership of technical investigations and driving issues through to resolution with minimal supervision.

Knowledge and Experience

Essential:

• Advanced technical knowledge of commercial vehicles, including vehicle systems, diagnostics, and fault-finding processes.

• Ability to provide hands-on manual diagnostic and repair assistance

• Extensive hands-on experience using manufacturer and industry-standard diagnostic tools and systems.

• Strong technical understanding of CAN (Controller Area Network) systems, vehicle electrical architecture, and electronic control systems.

• Proven experience within the commercial vehicle or automotive industry, ideally with a major vehicle manufacturer, importer, or dealer network.

• Solid technical background supported by relevant qualifications, professional experience, and a demonstrable track record of problem-solving and technical support.

• Strong interpersonal and customer service skills, with the ability to build effective relationships and work collaboratively within cross-functional teams.

• Ability to work independently, take ownership of technical issues, and manage priorities effectively while delivering results with minimal supervision.

Desired:

• Full HGV Category C+E driving licence and valid Driver CPC qualification.

• IMI Level 3 or Level 4 qualification in Electric/Hybrid Vehicle Diagnostics

• Engineering qualification (college, HNC/HND, City & Guilds, or equivalent) or comparable industry experience.

• Competent in Microsoft Office applications, including Excel and PowerPoint, with the ability to work with data and present information in a clear and organised manner.

Compentencies:

• Excellent written, verbal, and presentation skills, with the ability to communicate complex technical information clearly to a range of audiences.

• Self-motivated, proactive, and results-driven, with the ability to work independently, manage competing priorities, and take ownership of tasks through to completion with minimal supervision.

• Strong interpersonal and relationship-building skills, capable of working effectively both independently and collaboratively within a team environment.

• Ability to remain composed and effective under pressure, demonstrating resilience and sound decision-making in demanding situations.

• Strong analytical and problem-solving skills, with the ability to investigate, diagnose, and resolve technical issues in a structured, logical, and efficient manner.

• Demonstrates a customer-focused mindset, committed to delivering high levels of service and support to dealers, customers, and internal stakeholders.

• Highly organised, with strong planning and time management skills and the ability to manage multiple activities simultaneously while maintaining attention to detail.

• Positive and adaptable attitude, with a commitment to continuous learning, knowledge sharing, and professional development.

• Ability to drive 50-80% of a week

• Full clean driving license

• Right to Work in the UK

It is a condition of employment that employees may be required to undertake such other duties as may reasonably be required of them. Furthermore, it may be necessary to change the roles and responsibilities from time to time. Management reserves the right to implement such changes.

This will be a role offering constant learning, working as part of a committed and collaborative team. We are very passionate about what we do and, therefore, the successful candidate will be focused and capable of delivering in a fast-paced and time-constrained environment.

At Iveco Group, we are committed to building a diverse and inclusive workplace where everyone feels valued, respected, and empowered. Guided by our core value of “We Contribute Diverse Strengths,” we welcome talent from all backgrounds and experiences. We believe in learning through collaboration, acting with integrity, and driving innovation together. If you’re passionate, curious, and ready to grow in a supportive team environment, we encourage you to apply.