Field Technical Specialist

The Friedkin Group•Houston, TX

48d

About The Position

The Field Technical Specialist under the leadership of the Senior Manager, Service Support will support the process to exceed customers' expectations by developing proactive partnerships with the dealers that create enhanced buying and service experiences for customers. The Field Technical Specialist responsibilities will include (1) provide technical support, to include assistance to customers, dealers, TMNA and other GST groups or associated entities. (2) Provide a proactive technical assistance reporting process that enables GST and dealers to identify and correct areas that negatively affect the dealer's ability to diagnose and repair vehicles right the first time. (3) Gather technical information for GST and TMNA technical reporting; includes technical reporting (dealers and GST), product problem identification, technical video conferences and support of TMC/TMNA/GST initiatives. (4) Assist in manual parts allocation system. (5) Foster and promote the use of Technical Information System (TIS) and the TAS System.

Requirements

Bachelor's Degree Pref or equivalent combination of education & experience
5-7 years relevant experience
Demonstrate leadership, team building, action planning, and coordination skills.
Is able to promote, coordinate, and support change.
Is customer and dealer focused; assist dealers to exceed customer expectations.
Demonstrate problem solving and decision making skills.
Understand GST and TMNA legal and financial liabilities.
Demonstrate excellent technical analysis and diagnostic skills.
Ability to build relationships with dealer personnel at all levels.
Ability to apply common sense.
Associate Systems Engineering Professional (ASEP) Required
Toyota Technician Certification Required
DL NUMBER - Driver License, Valid and in State Required
Listening Skills Intermediate
Proactivity Intermediate
Accountability Accountability is the assumption of responsibility for one's actions, ownership of mistakes, and commitment to improvement.
Workflow Management Intermediate
Analytical Skills Analytical Skills refers to the ability to gather, organize, research, and review information in order to draw conclusions and solve complex problems.
Customer Success Management Customer Success Management is building a relationship with a company's clients to understand their needs and help them implement and use its products or services.
Business Acumen Business acumen is the knowledge and understanding of an organization's operations, and the industry and competitive environment in which it operates.
Root Cause Analysis
Investigation
Quality Control
Process Mapping
Troubleshooting (Problem Solving)

Responsibilities

Reliable, consistent attendance is a requirement. This position requires you to be punctual and dependable in order to meet the needs of the business; including attending and participating in meetings and presentations.
Fulfill technical support needs to assigned districts in a courteous, positive and timely manner.
Assist in implementing technical support action plans and programs to assigned Area/Districts.
Provide technical assistance and then address the root cause that generated the support need.
Assist in programs that address the base reasons for technical support requests.
Coordinate all technical service actions with dealers, TMC, TMNA, GST and associated entities.
Coordinate technical and customer support to the Customer Relations group. To include vehicle diagnosis and repair, arbitration/legal support, vehicle inspections, and other related activities.
Administer goodwill process for customers and Customer Experience Center.
Support factory design and process improvement through failure analysis and technical reporting which qualifies and quantifies existing and emerging product concerns or product content/characteristics that do not meet customer expectations.
Provide accurate and timely reports to GST and TMNA management.
Coordinate Technical Service Support/Training meetings for dealers.
Fully coordinate and communicate technical information and activities with dealers, GST and TMNA.
Coordinate LIO/DIO technical inspections, diagnostics, resource material review and quality assurance.
Support the Technical Information System (TIS).