Technical Parts Analyst

Volkswagen AG • Auburn Hills, MI

1d • Remote

About The Position

Technical Parts Analyst serves as the first point of contact to VW and Audi dealers on Parts related issues. This job requires work in the Order Availability Telephone Queue and/or the Technical Parts Queue. The Parts Specialist Team also serves as ‘knowledge transfer agents’ for our dealers by interpreting Parts policies and procedures. Additionally, the team of Parts Specialists performs a variety of administrative and “behind the scenes” tasks aimed at ensuring the process of ordering and receiving the right parts is smooth and effective. A description of each essential function is identified below.

Requirements

• Minimum 2-4 years of experience in Dealer Operations or Automotive Industry
• Minimum 2-4 Years of Customer Service Experience
• High School Diploma
• 2-4 years of experience in Customer Service and or Call Center Environment.
• Strong analytical and problem solving skills
• Proficient in standard Microsoft Office applications (Word, Excel, PowerPoint)
• Strong parts technical knowledge of VW and Audi products and catalogs
• Ability to meet individual targets on customer call group metrics
• Work independently with minimal supervision
• Ability to work under pressure, and treat customers as a professional analyst
• Proficient user in all software applications available to the dealer (VESIS, AESIS, CICS-GA, EPIS)

Nice To Haves

• Bachelor’s degree
• Working knowledge of all Parts systems (ET-2000, ETKA)
• Experience in technical automotive or related industry
• Experience in retail or wholesale automotive
• Strong mechanical understanding of a vehicle

Responsibilities

• Provide the customer with the information needed to determine and order the correct part, the first time by gathering repair information and parts data from the customer, researching AESIS/VESIS, ETKA, and EPIS, and any other available resources, deciphering the correct part for the particular repair, and ensuring the customer is able to order the correct part. Escalate all necessary concerns to Parts Specialists Team Leaders.
• Remove barriers that prevent customers from placing a parts order, including issues such as blocked parts, Parts On Command system failures, and missing catalog information (i.e. pricing, part numbers, etc.). This is accomplished by locating correct part numbers and prices, identifying parts that may not appear in the catalog and removing any system blocks that would prevent the order from being sent.
• Assist dealers in issues related to new parts policies and procedures. Offer ad-hoc training on parts reference materials. Interpret parts letters and circulars posted to www.vwhub.com and www.accessaudi.com. Track and report on dealership training and advise the Parts Instructor responsible for that dealer.
• Produce reports regarding Parts problems and resolutions as necessary. Maintain a daily log of all dealer contacts (phone calls, emails, faxes, etc.) in a clear concise manner usable by all Parts Specialists. Maintain files regarding part number and vehicle concerns as related to the incidents.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED