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 Skills

 

Required

 

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

 

Desired

 

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.

 

Work Flexibility

 

 

Ability to do extensive, often short-notice, regional travel (70-80% of time, including occasional national travel, with overnight stays when needed.

Must be able to work flexible hours, occasionally greater than the normal work week (usually travel time).

Rare, short-duration (4-5 day stay) international travel (Germany).

 

Compensation Data

For California and Fully remote jobs only:

Salary range is dependent on factors such as gegraphical 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 role description is a guideline and does not create contractual rights between the Company and any of its applicants. The Company does not enter into any type of employment contract, implied or written, with its applicants regarding job security.

 

This Organization participates in E-Verify. We maintain a drug free workplace and perform pre-employment substance abuse testing.