Upstream Customer Service (UCS) Serviceability & Ergonomics Spec

Our OEM Client based in Dunton, Essex, is searching for an Upstream Customer Service (UCS) Serviceability & Ergonomics Specialist to join their team, Inside IR35. This is a contract position until 31st December 2025 requiring 4 days onsite, 1 day working from home.

Umbrella Pay Rate: £29.43 per hour, increasing to £37.07 per after 13 weeks.

The Service Evaluation & Repair Process ('SERP') Team supports both new and current programmes, supporting the voice of the customer and dealer in all Engineering design matters. The team also protects future warranty spend and Cost of Ownership. The C3P Serviceability & Ergonomics Specialist will be a member of this SERP Team and support our client's essential Commercial and Passenger Vehicle business.

This SERP Specialist's key functional requirements will include:

• To understand the vehicle and powertrain SERP programme requirements and to deliver all the appropriate assessments and compliance to our client's standards.
• Undertaking Virtual service assessments of new vehicle and powertrain designs with a view to ensuring serviceability in line with customer requirements.
• Generating technical reports based upon these assessments and working with Upstream Team to resolve serviceability issues with the vehicle designers.
• Ensuring the Warranty Cost Avoidance Business Case cost reductions are met.
• Working with SET to support their gateway deliverables.
• Representing the Service Organisation to the design engineering communities and project-managing SERP participation in the product development lifecycle.
• Viewing and manipulation of data in Teamcenter and other Virtual reality tools ensuring vehicle gateways are met.
• Providing 'at-elbow' support, as required, to FCSD personnel in their usage & deployment of C3P data.
• Data acquisition and data-handling support for FCSD persons to include UCS Program Managers, Recalls Personnel and PVT Representatives.
• Providing support in the implementation of C3P Projects and integration of C3P initiatives in the FCSD After Sales Activity.
• Supporting the UCS Program Managers, in their interface with their respective Program Engineering Teams, in C3P data handling and presentation of potential Service issues as captured in the C3P environment.

Skills Required:

• Excellent communication and customer facing skills are essential.
• All of our engineers work directly with our customers.
• A tenacious and can-do approach to our (and their) business is imperative, as well as a consideration for health and safety, risks and accessibility.
• Excellent computer skills are important and experience of working in the 3D digital environment is helpful.
• Use of CAD and CAD visualisation tools are an important part of the day-to-day role of a SERP Engineer.
• The candidate needs to be familiar with these systems.
• First class organisational and project management skills.
• Expert in: CAD, Teamcenter, VIS Mockup, VIS Jack.

Skills Preferred:

• In-depth Automotive knowledge in both design and dealer workshop practise.
• Competent in Word, Excel, PowerPoint, E2KS, SharePoint.
• The individual needs to be self-starting, tenacious, Customer focused, Dealer focused and have a full understanding of the dealer workshop business.

Experience Required:

• Ability to work with teams that have conflicting deliverables and to negotiate an agreed compromise.

Experience Preferred:

• Familiar with our client's WSM, RPO, Parts Catalogue, Special tools - ESSTs and Warranty data.

Education Required:

• The candidate needs technician experience at a dealership.
• SERP analysis in essence involves replicating workshop service operations in a digital engineering environment.
• Having a feel for realistic work parameters in service operations is a must.

Education Preferred:

• Degree in Engineering or equivalent vocational / skills-based qualifications.
• Dealer workshop repair process.
• Master Technician trained.

Additional Information:

• Occasional Overseas Travel.