Technical Field Manager - 14099 - Technology Resource Group

RESPONSIBILITIES

• Identification, analysis, and report, of causes for product performance and quality shortcomings of in-use vehicles
• Direct assistance to dealers in the prompt, efficient and effective repair of customer vehicles, documenting all findings.
• Improve customer service experience, through the prompt and correct repair of vehicles and the forward resolution of quality issues.
• Conduct in-depth on-site technical analysis as a component of the company process for the resolution of product quality issues.
• Report emerging vehicle quality issues to the Product Support specialists.
• Report service information (internal) shortcoming, errors/missing repair information, tool shortcomings, wiring diagrams, etc.
• Promptly support 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.
• Partner with the Region teams and Customer Care teams in dealing with sensitive customer vehicle technical issues.
• Ensure that all the information that is 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
• Support field activities
• Support the operation of the team by performing special projects and tasks as necessary (tool purchases, meeting planning, proctor technical training, etc).

REQUIREMENTS

• Associates Degree in Automotive Technology or equivalent degree or certification
• Automotive High Voltage certification/training
• Strong automotive technical knowledge.
• Must have recent, hands-on automotive technical issue diagnosis experience
• Strong orientation / ability to work in teams and support others.
• Prioritize, effectively manage own time and multiple activities with frequent interrupts and limited supervision.
• Driven, self-motivated, extremely well organized, detail oriented and disciplined.
• Performance oriented and focused on self-development.
• Hold valid unrestricted driver license and passport.

PREFERRED REQUIREMENTS

• Bachelors Degree 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 European OEMs

WORK ENVIRONMENT

• This position requires extensive, often short-notice, regional travel (80-90% of time)
• Includes 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 days stay) international travel (Germany and/or Mexico) is also required.