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.