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

Area Technical Manager (Ontario West)