Technical Field Manager - Western Region
- Worldwide, the Volkswagen Group has a long tradition of dramatic innovations. The Volkswagen Group with its headquarters in Wolfsburg, Germany is one of the world’s leading automobile manufacturers and the largest carmaker in Europe. The Group comprises twelve brands from seven European countries: Volkswagen Passenger Cars, Audi, SEAT, ŠKODA, Bentley, Bugatti, Lamborghini, Porsche, Ducati, Volkswagen Commercial Vehicles, Scania and MAN.
- Brief Role Description
This position is a career level 19P with a role classification of Fully Remote. (Ideal candidate must live our relocate to the Bay Area)
The TFM position, part of the Product Quality & Technical Service team, is field based and provides mobile technical expertise directly supporting customer satisfaction, Audi dealers and the improvement of Audi vehicles product quality. Main responsibilities include the a) identification, analysis, and report of causes for product performance and quality shortcomings of in-use vehicles, b) direct assistance to Audi dealers in the prompt, efficient, and effective repair of customer vehicles while documenting all findings. Assist Audi Dealers to improve the customer service experience through the prompt and correct repair of vehicles and the forward resolution of quality issues.
Promptly support Audi dealers to manage technical customer cases: diagnose and correctly repair difficult to localize product shortcomings on customer vehicles, as dispatched through the Technical Assistance Team or the Technical Field Leader.
Report emerging vehicle quality issues to the Product Support Team.
Report service information (internal) shortcomings, errors/missing repair information, tool shortcomings, wiring diagrams, etc.
Partner with the Region Teams and Customer Care Teams in dealing with sensitive customer vehicle technical issues.
Ensure that all the information collected during dealer visits is promptly documented and delivered to Technical and Region Teams in a professional manner (contact report); including technical analysis detailed results, pictures, videos, process and dealer service readiness/repair quality observations, training recommendations, need for warranty review, etc.
Organize and host technical update meetings with dealer service personnel (shop foremen, lead technicians).
Continuously develop own technical/personal knowledge/skills by participating in training and development opportunities.
Provide cross-functional technical assistance to other groups of Audi of America and Audi global headquarters in Germany.
Support the operation of the team by performing special projects and tasks as necessary (tool purchases, meeting planning, proctor technical training, etc.).
Role Responsibilities
Main responsibility – assign % of time spent
Technical Service Delay Intervention (TSDI) –30% of time
Monitor daily open TAC cases 3 days and older.
Prioritize open cases and ensure dealers are progressing in diagnosis and repair
Submit contact report for each case based on involvement, ensuring all details are clearly described
Intervene to ensure vehicles are repaired correctly, returned to customer to achieve customer satisfaction
Onsite at Dealer - 50% of the time
Address all cases over 5 days old
Coach and counsel dealership employees on procedures for diagnosis and repair processes.
Work with S/M and shop foremen to identify training needs and set an action plan for each tech.
Audit tools and software to ensure dealers are up-to-date
Perform in-depth vehicle failure analysis for Product Support reporting
Customer Loyalty – 20%
Meet customer on behalf of CXC and region teams for technical issues
Ensure dealers are achieving Fix-Right -The-First-Time targets
Organize and host technical update meetings with dealer service personnel (shop foremen, lead technicians).
Qualification requirements
5-7 years
Education
Required
Associate Degree in Automotive Technology or equivalent degree or certification
Automotive High Voltage certification/training
Desired
Bachelor's Degree in Science with major in a technical subject or equivalent degree or certification (ASE A1-A8 + L1)
Skills
Problem solving, resilient and flexible
Self-starter/Time management skills
Process development and adherence
Customer focused; service, support and experience
Strong Communication skills – ability to convey complicated technical concepts
Analytical – use of logic and reason
Conceptual thinking – creative and strategic
Collaborative and Integration capabilities – joining people, processes and/or systems
Influencing and negotiation skills
Specialized S
