Quality Technical Manager

Volkswagen AG

28d•Remote

About The Position

The Quality Technical Manager (QTM) is responsible for assisting Volkswagen Dealerships in the repair of vehicles as reported though the Volkswagen Technical Assistance system (VTA), as well as ensuring all service workshops adheres to Volkswagen repair standards, technical training and workshop processes; thus ensuring accurate vehicle diagnosis and guaranteeing a quality repair is performed for the Customer. The QTM will assist Dealership Technicians by supervising/guiding in repair logic/diagnosis on 3rd level Volkswagen Technical Assistance (VTA) cases (50%); identify and report on emerging quality concerns on both new and in-service vehicles (20%); evaluate and implement actions to minimize repeat repairs (10%); ensure Dealership Technicians are adequately trained for assigned repairs (10%); confirm diagnostic and special tools are available and updated (5%); improve workshop processes and mystery-shop (5%). The QTM is primarily responsible for providing an advanced level of technical expertise to Volkswagen dealers involving vehicles in which the dealer has reached an impasse in attempting to repair. The QTM will prioritize and direct all Volkswagen Technical Assistance (VTA) cases within his area of responsibility to ensure prompt and accurate resolution for the customer. The expectation is that all technical issues, with customer vehicles, will be resolved by the QTM group utilizing all resources both internal to the QTM group and within the Service and Quality groups. This level of technical experience is to be considered as advanced technical support.

Requirements

5-7 years in Service Department of retail or wholesale automotive operation
Degree in Automotive Technology or equivalent work experience
ASE Master Level Certification with L1 (Advanced Level Emission Certification)
Analytical and conceptual thinking – using logic and reason, creative and strategic
Extensive Volkswagen technical product knowledge
Communication skills – interpersonal, presentation and written
Knowledge of personal computer applications
Technical ability to logically work through electrical, mechanical failures and pinpoint root cause
Influencing and negotiation skills
Create technical reports showing the “root cause” using both written text, photographs and video in a concise, detailed and clear manner
Resource management and the ability to accomplish the task at hand with the tools currently available (out of the box thought process)
Working knowledge and or understanding of dealer after sales operations and/ or overall dealer operations
Process oriented
Detail oriented
Negotiation Skills

Nice To Haves

Degree in business management

Responsibilities

Assist Dealership Technicians by supervising/guiding in repair logic/diagnosis on 3rd level Volkswagen Technical Assistance (VTA) cases.
Identify and report on emerging quality concerns on both new and in-service vehicles.
Evaluate and implement actions to minimize repeat repairs.
Ensure Dealership Technicians are adequately trained for assigned repairs.
Confirm diagnostic and special tools are available and updated.
Improve workshop processes and mystery-shop.
Consult with dealership management during every visit to evaluate and improve their dealership “Technical Readiness".
Lead the Dealership to organize a program to ensure all minimum required Volkswagen workshop tools and equipment are available / operational, and routine in-dealership tool audits are performed.
Ensure that the overall dealership workshop condition is conducive to performing quality repairs that meet or exceed industry standards.
Ensure that all Volkswagen approved diagnostic scan tools are listed in Dealership tool inventory, operational and updated with the most current software levels.
Take a lead role in identifying future Volkswagen technical training content/curriculum.
Appraise individual dealership technician training, evaluate technician skill level and their work quality standards during dealer visits.
Develop a process with the goal of reducing repeat repairs and improve RRFT scores.
Provide onsite technical expertise in support of the Problem Resolution (FAP) process by inspecting and evaluating technical concerns with vehicles at the dealership.
Monitor all quality issues connected with technical repairs and submit detailed reports to the appropriate support groups within Volkswagen.
Establish a process to constantly evaluate the quality level of new/delivered/inventory vehicles within a dealership.
Responsible for Warranty Repair Acceptance requested by the dealers in the areas of glass, paint, corrosion and premature clutch fiction disc material failure on manual transmission vehicles.
Perform the duties of Technical Expert to various groups within VWoA, as requested, in legal cases.
Maintain the highest level of technical competence by regularly attending Volkswagen training, both self-study and instructor lead.
Maintain an ASE Master Level status at all times.