Technical Field Manager - Western Region

Volkswagen AG

13d • $115,000 - $138,000 • Remote

About The Position

The Technical Field Manager (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 identification, analysis, and reporting of causes for product performance and quality shortcomings of in-use vehicles, and direct assistance to Audi dealers in the prompt, efficient, and effective repair of customer vehicles while documenting all findings. This role assists Audi Dealers to improve the customer service experience through the prompt and correct repair of vehicles and the forward resolution of quality issues. The TFM will 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. The role involves reporting emerging vehicle quality issues to the Product Support Team, reporting service information shortcomings, errors/missing repair information, tool shortcomings, and wiring diagrams. The TFM will partner with the Region Teams and Customer Care Teams in dealing with sensitive customer vehicle technical issues. Ensuring that all 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, and need for warranty review. The TFM will organize and host technical update meetings with dealer service personnel (shop foremen, lead technicians) and continuously develop their own technical/personal knowledge/skills by participating in training and development opportunities. The role also provides cross-functional technical assistance to other groups of Audi of America and Audi global headquarters in Germany, and supports the operation of the team by performing special projects and tasks as necessary (tool purchases, meeting planning, proctoring technical training, etc.).

Requirements

• 5-7 years’ experience in the automotive industry with preference to retail technical service operations or other OEM technical field/service/training experience.
• Experience with German automotive systems and technology.
• Automotive High Voltage operation and diagnostic proficiency.
• Associate Degree in Automotive Technology or equivalent degree or certification.
• Automotive High Voltage certification/training.
• 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.

Nice To Haves

• Bachelor's Degree in Science with major in a technical subject or equivalent degree or certification (ASE A1-A8 + L1).
• Previous technical experience in retail service as certified master technician or similar field/service/training technical positions with vehicle manufacturers.
• Prior technical experience with Audi, VW, Porsche or other European OEM.

Responsibilities

• 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.
• 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.
• 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).

Benefits

• Salary range is dependent on factors such as geographical differentials, industry-based experience, skills, training, credentials, and other qualifications.
• In the state of California, the salary range is $115,000.00 - $138,000.00.
• Volkswagen Group of America is an Equal Opportunity Employer. We welcome and encourage applicants from all backgrounds, and do not discriminate based on race, sex, age, disability, sexual orientation, national origin, religion, color, gender identity/expression, marital status, veteran status, or any other characteristics protected by applicable laws.
• This Organization participates in E-Verify.
• We maintain a drug free workplace and perform pre-employment substance abuse testing.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree