• Provide 24/7 technical escalation coverage to support customer-initiated incidents, service requests, and system monitoring alerts. • Triage, categorize, and prioritize incidents and requests to ensure timely and efficient resolution. • Troubleshoot technical issues, identify potential bugs, and escalate complex cases to Product, Development, or Marketing teams as appropriate. • Deliver clear technical information and guidance on product functionality, features, and best practices. • Collaborate cross-functionally to improve incident response processes and enhance overall customer experience. • Maintain accurate documentation of incidents, resolutions, and escalation paths in support systems. • Proactively monitor system performance and highlight areas for optimization or risk mitigation.

• Working closely with the wider Regional Team, INEOS Grenadier Retailers, Customers in Region and Global technical team, the **Technical Support Engineer** will be responsible for day to day vehicle support, from a Technical Service Engineering perspective, whilst ensuring the vehicle uptime remains the key focus partners are enabled to support customers in the very best way. • This role will ensure that the Customer remains at the centre of all the aspects required. • This role will be critical in ensuring Grenadier customers, both internal and external have both a route of communication for their concerns and confidence that a resolution will be forthcoming, and that they are not going to be forgotten. We will need to be people of our word, and we will operate a strong ‘Can do – Will do’ culture. • The role requires a very strong technical knowledge & appreciation of Automotive engineering & manufacturing processes and disciplines, as well as a keen awareness of customer focused solutions within an aftersales environment. • Strong customer focus will be key in this new and developing role to ensure key objectives with customers, workshop partners and product quality are achieved. • Work closely with the Aftersales team and the Technical Service Engineering team to implement processes and structures across inter divisional and wider Ineos Automotive teams. • Undertake field visits to retailers and customers, support press/special events in region, often with short notice and in accordance with internal processes. • Undertake INEOS plant visits when required. Develop a good working relationship with the assembly plant in Hambach. • Analysis of root cause issues to identify opportunities to enhance quality whilst reducing claims and repairs in close collaboration with technical services team. • Liaison with head office technical team, identifying risks, improvements, and enhancements to both the vehicle and customer experience. • Provide alternative support options to customers where there is no network coverage and make recommendations where network shortages are identified. • Assisting workshops with the efficient process of repair with a ‘fix once, fix first’ approach. • Contribute to team meetings and reviews and undertake critiques to enhance performance. • Take part in operational reviews with the wider Aftersales team, bi-annually, and offer ‘fresh eyes’ perspective for internal process paths. • Work alongside the Call Centre team to ensure all customers are contacted post repair, and to ensure total satisfaction is achieved. • Offering direct support to non Ineos repairers both from partner networks and independents. • Offer fleet support to Fleet Managers and Fleet operators and deal directly with fleet customers. • To work extremely closely with the aftersales team and wider business in technical, parts and warranty process issues, to ensure continuous improvement remains central to the role. • Review Technical Service publications, training & support documents and packages, and highlight areas of improvement or enhancement as necessary. • Participate in technical reviews for Diagnostic equipment & reports and operational equipment & Tooling systems to optimise current capability and make provision for future proving. • Participate in developing ongoing vehicle product requirements from an early door’s perspective, ensuring the customers concerns are understood at the concept & design stages. • Participate in both short and long-term service fix development, report to Regional Head of Customer Service and Technical Service Engineering team and ensure the root cause is corrected in engineering via an appropriate process and permanent corrective action is undertaken. • Liaise with suppliers and develop good working relationships with them to constantly enhance the customer service experience and ensure speedy response and repair solutions are achieved.

• Performs routine healthcare information system and application support. • Utilizes analytical skills and experiences to investigate or escalate support issues. • Resolves incidents and services requests. • Assists in the creation and maintenance of training documentation. • Incorporates appropriate presentation techniques to support and/or lead training sessions. • Researches, analyzes and makes recommendations for application workflow improvements. • Creates and analyzes reports created using multiple reporting mechanisms. • Promotes and participates in a team approach. • Works with other departments and outside vendors. • Comfortable managing change with excellent problem solving skills. • Time management and prioritization of tasks on a daily basis. • Proficient verbal and written communication required. • Positive attitude and excellent customer service skills are expected. • Ability to communicate diplomatically across integrated teams. • Good interpersonal skills. • Proficiency with software such as word processing, spreadsheets, databases, and presentation software required. • Knowledge of multimedia tools, creation of training support documentation, software development, or web-based applications preferred.

• Provide front-end, non-technical support to NetWitness internal and external customers • Handle customer inquiries via calls and email in accordance with established support procedures • Identify customer requests and create, research, update, and manage technical and administrative service requests • Route service requests to the appropriate product support teams • Perform primary troubleshooting related to the NetWitness Community Portal and escalate issues when required • Manage an assigned case workload, including prioritization, expectation-setting, and customer communication • Interface with global support teams, Customer Success Managers, Project Managers, Escalation Managers, CAMs, COMs, and Sales teams • Recognize service-impacting incidents or outages and initiate escalation processes to maintain service levels • Follow and implement global support escalation procedures • Collaborate with peers to identify opportunities for continuous improvement initiatives • Perform additional duties as required • Shift-based schedule covering 24x7 operations, including weekends and holidays.