Customer Support Representative

Role: Customer Service Agent

Location: Aberford, LS25

On-Site: 3 days in the office

As MICHELIN Connected Fleet, a division of the Michelin Group, leader in sustainable mobility for 130 years, we specialise in connected fleet management services and solutions. We are a market leader with over 30 years expertise in a high-growth, competitive mobility technology industry. Today we serve 70,000 customers and over 600,000 vehicles globally, growing more than 10% per year, and entering at the rate of 3 new markets a year. Our AI (artificial intelligence) technology and ML (machine learning) algorithms ensure all fleet data delivers tangible benefits to our customers. Our insights transform operational efficiency, reducing costs, ensuring the safety of drivers and goods while reducing environmental impact, paving the way to predictive fleet management. Backed by Michelin Group and operating under the Michelin Connected Fleet name, we will be a major player in this market in the coming years.

OUR DREAM

We know our planet is at risk and we urgently need to find innovative ways to protect it. At Michelin, pioneering is what we do: We are innovating constantly, to explore new opportunities, with, around and beyond tires to lead the way in sustainable mobility. Our people act for change, with respect, and as leaders. We care about giving people a better way forward. Our dream is rooted in a single purpose: by 2050, Michelin will be recognised as a critical innovation leader that helped humanity conquer new frontiers. And we all work hard every day to realise this dream.

OUR PEOPLE & WAYS OF WORKING

At MICHELIN Connected Fleet, agility is not a word - it’s a lifestyle. We gather entrepreneurial minds who are not afraid to fail fast and learn quickly, every day. We think long term and act short term, we grow fast and love what we do. We believe in an inclusive working environment, building teams with a variety of backgrounds, skills, views and opinions. Among our 400 employees in Europe, we proudly benefit from around 30 nationalities. We thrive because of the diverse background and talent of our people. We nurture our team's growth with several companywide development programs - including our Diversity, Mentoring and Sustainability programs.

THE ROLE IN SHORT:

The role of Customer Service Agent within MICHELIN Connected Fleet is a highly technical position and a critical contributor to our long‐term customer satisfaction and quality strategy. Acting as a frontline technical expert, you will proactively minimise in‐life issues by diagnosing and resolving engineering, system, and hardware‐related faults, applying structured troubleshooting methodologies and a strong right‐first‐time mindset.

The ultimate objective is to deliver an outstanding customer experience—measured through NPS—by consistently delivering on our commitments and ensuring technical accuracy in every interaction. This is a challenging and detail‐driven role, requiring a genuine enthusiasm for technology, quality, and customer service, combined with resilience and a determination to see issues through to resolution.

You will confidently analyse complex customer queries, determine root cause, and advise the most appropriate technical or operational actions, while interacting effectively with stakeholders at all levels, from van drivers to company directors.

This role also provides a strong foundation for career progression, with clear development pathways into 2nd line technical support, back‐office administration, or project coordination roles, making it an excellent opportunity for individuals looking to build a long‐term technical career within MICHELIN Connected Fleet.

WHAT WILL I BE DOING:

• Working as part of a multilingual technical helpdesk, providing first‐line technical support to ensure MICHELIN Connected Fleet customers receive effective, timely resolution to complex issues
• Performing remote technical triage, diagnostics, and first‐time fixes across connected fleet systems, identifying root cause across software, hardware, and engineering domains
• Applying a structured troubleshooting approach to investigate incidents, analyse symptoms, and determine appropriate corrective actions
• Adopting a continuous improvement mindset, collaborating closely with Technical Support and R&D teams to identify trends, reduce recurring in‐life failures, and improve system reliability
• Liaising directly with customers to explain technical issues clearly, provide regular progress updates, and manage expectations throughout the resolution lifecycle
• Working under the guidance of the Customer Support Team Leader, while demonstrating ownership and accountability for assigned technical cases
• Documenting diagnostic procedures, fixes, and methodologies to support knowledge sharing, auditability, and future issue prevention
• Managing, prioritising, and tracking open technical incidents and tasks through to triage or escalation
• Maintaining accurate and timely updates within internal support and case‐management systems
• Identifying, escalating, and coordinating urgent or business‐critical incidents in line with defined support and escalation processes
• Undertaking additional technical or operational duties as required to support business needs

TO BE SUCCESSFUL YOU WILL LIKELY HAVE:

• A Minimum of 2 years’ experience of working in a Customer contact / helpdesk environment.
• A strong collaborator with great communication skills, technical mindset and an outstanding telephone manner.
• Experience of dealing with diverse and complex customer requirements.
• Experience of dealing with customers both over the phone and email
• Experience of working in busy, dynamic customer focused environment
• A logical thinker with attention to detail.
• Highly results orientated, with the ability to understand technical issues, manage customer expectations and diffuse difficult situations.
• The ability to prioritise and multitask while maintaining a positive outlook.

Work-life balance is important to us at Michelin Connected Fleet, so we offer our teams as much flexibility as possible in line with the needs of their role. We trust our teams to know how they work best, combining remote and collaborative working, with a flexible approach to hours. This allows our people the time and space for life outside of work.