Hybrid Technical Support Lead

at INEOS Automotive

• Job title: Technical Support Lead
• Job type: Full Time
• Experience level: Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Tech skills: Assembly
• Location requirements: Hybrid, Melbourne, Australia

About the role

• Technical Support Lead managing day-to-day vehicle support for INEOS Automotive's 4X4s. Collaborating across teams to enhance vehicle quality and reduce repair issues.

Responsibilities

• Keep the customer at the centre of all activities and decisions.
• Work closely with Aftersales and Technical Service Engineering teams to implement effective cross‑functional processes.
• Conduct field visits to retailers and customers, including support for events and collaboration with the Hambach assembly plant.
• Analyse root‑cause issues to improve vehicle quality and reduce claims and repeat repairs.
• Manage warranty activities, including Prior Work Approval (PWA) sign‑off in line with policy.
• Liaise with head office technical teams to identify risks, improvements, and opportunities to enhance the vehicle and customer experience.
• Support workshops and repairers using a “fix once, fix first” approach to improve repair efficiency.
• Deliver technical training to technicians both onsite and at head office facilities.
• Provide alternative customer support solutions where network coverage is limited and identify network gaps.
• Contribute to short‑ and long‑term service fixes and early vehicle development to ensure permanent engineering solutions to customer concerns.

Requirements

• Significant (8-10yrs) Aftersales and Technical service and support experience, which could include either at a vehicle manufacturer or wider motor trade experience.
• Recognisable Master technician qualification or experience-based equivalent from BMW (or equivalent).
• Automotive service background preferred, with strong diagnostic and analytical capability and flexibility to manage a broad remit.
• Proficient in technical and aftersales tools, diagnostics, and best‑practice repair strategies.
• Strong continuous‑improvement mindset (Kaizen).
• Excellent stakeholder engagement, with the ability to train, coach, and share expertise.
• Comfortable working across office and field environments with a strong customer‑focused service approach.
• Strong internal and external customer service and relationship‑building skills.
• Clear and effective communicator.
• Strong IT skills (e.g. Microsoft Office, SAP).