Job Description:
The Area Technical Manager will be a mobile technical subject matter expert serving the Volkswagen and Audi dealer network in their assigned area. The position focuses on working with dealership staff to develop and execute a resolution for technical concerns in a timely manner keeping all stakeholders in mind.
The ATM primarily supports the technical resolution process and is actively involved with long term process and quality initiatives, including monitoring/reporting. The ATM will also support dealers with customer technical topics and perform pre-analysis of vehicles in operation, and will assist Field Service Representatives from the Factories with data collection for analysis.
Responsibilities:
* The Area Technical Manager (ATM) will be involved in in-depth technical diagnosis and will work with escalated Technical Assistance Center (TAC) cases
* The position will support the Product Support (PS) team, Factory Field teams and Quality Groups as needed
* Supports, schedules and conducts joint visits with brand personnel
* Investigate and report on quality topics and service activities
* Gathers information with documentation for quality groups
* Investigate and performs pre-analysis on trends observed during dealer visits
* Reports trends to Group After Sales (GAS) business units
* Collects parts for factory analysis
* Acts as an information liaison between Group Technical Services and the dealer network
* Follows the dispatch and escalation process
* The individual will assist the assigned dealer network in the diagnosis and root cause analysis
* Plan, contact and work with dealer personnel towards a repair resolution for vehicles
* Conducts in-dealership technical coaching as required
* Collaborates with colleagues for effective problem solving
* Provides technical support to the VW and Audi brand aftersales field force, on an as need basis
* Partners with the VW and Audi brand customer relation teams to work through sensitive customer topics
* Support the Warranty group during corporate audits
* Supports the CAMVAP process
* The position requires the individual in keeping up to date with automotive technologies and developments
* Prioritize and manage own workload in order to deliver quality results and meet timelines
* Recording and documenting daily activities in form of logs or other
* Support and report on other specific tasks (not listed) as required from time to time
* Extensive travel including possible relocation may be necessary for the ATM position
* Compliance of policies and procedures
Qualifications:
* Education Required: Certified Automotive Technician (inter-provincial recognition)
* Years of Relevant Experience Required: 3 - 5 years of automotive industry and dealership experience
* Years of Supervisory Experience Required: N/A
* Bachelors degree of a technical nature or equivalent experience
* Master Technician Status
* High Voltage trained
* Certified Automotive Technician
* Hold a valid driver license
* Ability to speak, read and write English
* Understanding of automotive retail operations
* Proven automotive diagnostic background
* Problem solving
* Customer focus
* Results driven
* Process orientation
* Collaboration
* Work on own initiative and as part of a team
* Analytical thinking - Using logic and reasoning
* Integration - joining people, processes, or systems
* Influencing and negotiating skills
* Communication skills - interpersonal, presentation and written
* European (Volkswagen/Audi) technical product knowledge
* Master Volkswagen/Audi brand technician status
* BEV / Hybrid vehicle education and experience
* Computer savvy - Skilled in the use of software
* Understanding of Automotive Retail Operations
* Other languages are an asset (French, German, Spanish, etc.)
Skills
* Process Development
* Communications Strategy
* Net Promoter Score
* Customer Service
* Customer Satisfaction Score
* Strategic Thinking
* Product Development Process
* Quality Control
* Monitoring
* Coordination
* Analytical Thinking
* Technical Support
* Operational Excellence
* Customer Handling Skills