Product Support Engineer
Product Support Engineer
Auburn Hills, MI, US, 48326
Product Support Engineer
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 Career Level 19P, located in Auburn Hills, MI, with a Role Classification of Hybrid.
Role Summary
Product Support is the primary quality liaison group between the VW Factories and Volkswagen of America. The primary role of the Product Support Engineer position is to monitor and report vehicle quality concerns to the Factories/Dealers using Warranty data, JD Power results, and information from the Technician Helpline/Field Quality colleagues. Once reported, it is the engineer's responsibility to track topics to final resolution. Additional responsibilities include writing technical bulletins and tracking/managing failed parts from the Field.
Role Responsibilities
- Monitors Field warranty data, filters, organizes, prioritizes, and selects technical topics for follow-up.
- Reviews top warranty, long term quality, early warning and tow-in concerns to identify problems and investigate customer complaints, workshop findings, repairs performed and research all other potential possibilities surrounding issues.
- Reports market/product concerns in technical detail with pre-analysis in the FAP process.
- Monitors the effectiveness of service solutions and Factory corrective actions introduced into production and service repairs.
- Attends Factory meetings and topic escalation meetings.
- Conducts follow-up on claimed parts analysis results so FAP documents are updated appropriately.
- Updates problem tracking lists timely and accurately.
- Develops technical and non-technical approaches to address Dealer issues.
- Performs preliminary analysis on warranty returned parts with the Quality Analysis team; ships sample parts to the appropriate Factories and/or suppliers.
- Ensures claimed parts pertaining to responsible PIDs (Part IDs) are available.
- Maintains and updates part submission lists on a regular basis.
- Checks and inspects incoming parts from Field claims.
- Scraps parts and deletes from submission list when necessary.
- Provides technical support to other VWoA departments like technical Field personnel, Technician Helpline, Parts department, Customer Service, and Compliance/TREAD.
- Provides diagnosis and service solution information to the Technician Helpline and drafts Technical Bulletins for the Field organization.
- Resolves unscheduled and unplanned technical issues.
Qualifications
Years of Experience:
- 5-7 years technical automotive experience
Required Education:
- Bachelor of Science in Automotive Technology, Management, or equivalent experience
Desired Education:
- Master’s Degree in Business Administration or related discipline
Skills:
- Communication skills
- Problem solving skills
- Analytical skills
- Conceptual thinking skills
- Integration - joining people, processes or systems
- Influencing and negotiation skills
- Resource management
Specialized Skills - Required:
- Computer savvy; strong Microsoft Office skills
- Understanding of automotive systems/concepts/components
- Strong written and oral communication skills; Ability to understand and communicate trends in large amounts of data
Specialized Skills - Desired:
- VW/Audi technical product knowledge/experience
- Knowledge of German and/or Spanish languages
Work Flexibility:
- Domestic and international travel required – approximately 10%
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.
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 Career Level 19P, located in Auburn Hills, MI, with a Role Classification of Hybrid.
Role Summary
Product Support is the primary quality liaison group between the VW Factories and Volkswagen of America. The primary role of the Product Support Engineer position is to monitor and report vehicle quality concerns to the Factories/Dealers using Warranty data, JD Power results, and information from the Technician Helpline/Field Quality colleagues. Once reported, it is the engineer's responsibility to track topics to final resolution. Additional responsibilities include writing technical bulletins and tracking/managing failed parts from the Field.
Role Responsibilities
- Monitors Field warranty data, filters, organizes, prioritizes, and selects technical topics for follow-up.
- Reviews top warranty, long term quality, early warning and tow-in concerns to identify problems and investigate customer complaints, workshop findings, repairs performed and research all other potential possibilities surrounding issues.
- Reports market/product concerns in technical detail with pre-analysis in the FAP process.
- Monitors the effectiveness of service solutions and Factory corrective actions introduced into production and service repairs.
- Attends Factory meetings and topic escalation meetings.
- Conducts follow-up on claimed parts analysis results so FAP documents are updated appropriately.
- Updates problem tracking lists timely and accurately.
- Develops technical and non-technical approaches to address Dealer issues.
- Performs preliminary analysis on warranty returned parts with the Quality Analysis team; ships sample parts to the appropriate Factories and/or suppliers.
- Ensures claimed parts pertaining to responsible PIDs (Part IDs) are available.
- Maintains and updates part submission lists on a regular basis.
- Checks and inspects incoming parts from Field claims.
- Scraps parts and deletes from submission list when necessary.
- Provides technical support to other VWoA departments like technical Field personnel, Technician Helpline, Parts department, Customer Service, and Compliance/TREAD.
- Provides diagnosis and service solution information to the Technician Helpline and drafts Technical Bulletins for the Field organization.
- Resolves unscheduled and unplanned technical issues.
Qualifications
Years of Experience:
- 5-7 years technical automotive experience
Required Education:
- Bachelor of Science in Automotive Technology, Management, or equivalent experience
Desired Education:
- Master’s Degree in Business Administration or related discipline
Skills:
- Communication skills
- Problem solving skills
- Analytical skills
- Conceptual thinking skills
- Integration - joining people, processes or systems
- Influencing and negotiation skills
- Resource management
Specialized Skills - Required:
- Computer savvy; strong Microsoft Office skills
- Understanding of automotive systems/concepts/components
- Strong written and oral communication skills; Ability to understand and communicate trends in large amounts of data
Specialized Skills - Desired:
- VW/Audi technical product knowledge/experience
- Knowledge of German and/or Spanish languages
Work Flexibility:
- Domestic and international travel required – approximately 10%
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.
Auburn Hills, MI, US, 48326
Nearest Major Market: Detroit