Meet the Team – Jordan Field – Technical Triage Specialist
Many of you may already be familiar with Jordan, who has been an integral part of the Poole Audi team since 2018. Starting his journey as an Apprentice Vehicle Technician and completing the training program to become an Audi Service Technician, Jordan expanded his Automotive expertise by joining our Trainee Sales Specialist program. Jordan then went on to earn his accreditation as a Sales Specialist and became an Audi Sport Expert. Now, he’s returning to his Aftersales roots in an exciting new role as our Technical Triage Specialist.
What is a Technical Triage Specialist?
Think of a Technical Triage Specialist as the Automotive equivalent of a medical triage nurse in A&E. Just like a nurse assesses a patient before they see a doctor, the triage specialist speaks to the customers and reviews warning lights, noises, driveability concerns etc, before the vehicle even arrives at the workshop.
Jordan’s job is to carry out pre-visit assessments by asking the right questions, sometimes reviewing previous repair history or connected car data, so he can understand the likely cause of the issue. These early diagnoses allow us to:
- Book the vehicle in for the right amount of time – not too little (which causes delays) and not too much (which wastes time).
- Speculatively order the most likely parts, improving our chances of having everything we need on the day.
- Allocate the right technician or team, based on the skill set and complexity.
Introducing the Technical Triage Specialist role to Poole Audi maximises our chances of diagnosing and repairing the vehicle correctly, the first time. This means less back-and-forth with the customer, fewer repeat visits, and a smoother, more professional experience.
In short, the Technical Triage Specialist role is all about precision planning. Reducing guesswork, inconvenience, and giving our customers confidence that we’ll get it right the first time.
What do you enjoy about your new role?
"There’s nothing more rewarding than helping someone with their car. People’s vehicles are incredibly important to them, so I understand how crucial it is to get them safely back on the road. Customer interaction has always been a priority for me, even after transitioning from my Sales background— in fact, I still get to connect with customers I sold cars to! Now, I’m able to combine that customer-focused approach with my true passion for Technical knowledge, which makes this role even more fulfilling."
Jordan’s expertise is now available via our Bookings Team, so should you require our services, please click here to contact us, call 01202 775050 or click here to send us a WhatsApp.