Brief Role Description

Ensuring a benchmark level of dealer technical capability and repair quality by provid-ing on-site Dealer steering through a specialized After Sales consulting service, impart coaching expertise and actively drive interventions within the VW Dealer network to ensure the achievement of the strategic After Sales objectives. Responsible for audit compliance, prescription of corrective measures, monitoring and reporting of implementation/ progress to ensure local dealers and SSA Importers fully comply with the mandatory Group Service standards and programs. Responsible for the “flying doctor” function, providing expert technical analysis, diag-nosis- & repair coaching on escalated customer repair cases onsite at Dealers. Through the above reduce the turnaround time of complicated or escalated customer complaints for resolution, further development of the technical skills in the Dealer Network thereby improving Customer satisfaction, the reduction of repeat repairs and dealer compliance to Group standards

Possible Tasks within this Role

• Functioning as “flying doctor” w.r.t. on-site technical assessments, vehicle evaluations and guidance on escalated technical problems to effect improved quality of information and quicker resolution.
• Traveling at short notice to repair complex problems to the correct safety and quality standards on vehicles at Dealers (both local and Sub-Saharan Importers).
• Performing root-cause analysis of complex vehicle problems and providing input for developing Dealer training content and material to address specific shortcomings and topics.
• Ensuring the most economic method of diagnosis and appropriate repair quality standards are achieved within the Dealer Network and at Sub-Saharan Importers.
• Accountable for implementation of corrective measures which will enable the Dealer to achieve their monthly business objectives and compliance levels, relating to workshop processes as well as the increase of workshop effectiveness and minimizing repeat repair potential.
• Conducting in-depth 3-4 day Dealer onsite compliance audits to prescribed Group Aftersales processes and standards.
• Accountable for monitoring and reporting of Dealer specific metrics relating to the Technical Core Process compliance.  
• Collaborating with Dealer Management and Aftersales Field Force in order to identify and implement corrective actions for underperforming dealers with respect to Group Service targets.
• Managing the dealer network’s conformity to single incident reporting and campaign fulfillment to limit potential corporate liability risks.
• Identifying and address the training and development needs of the Dealer’s workshop and aftersales staff to ensure targeted technical capability is in place.
• Managing the speedy resolution of escalated customer concerns involving TSC, Customer Interaction Centre and the Dealer.
• Ensuring the ongoing development and coaching of Dealer personnel to the desired level of Technical Core Process compliance

Experience needed

• Minimum 5 years motor industry experience gained in a Technical Services environment/Product Engineering / After Sales.
• A minimum of 2 years’ experience in dealing with automotive product support issues of a technical nature and Customer Service liaison relating to Technical Support

Qualification requirements

Degree or National Diploma in any relevant Engineering Field or Diploma/Degree in Operations Management with a Motor Mechanic Trade Certificate and a Master Technician Certificate

Essentials

• Expert knowledge of product, Group standards, After Sales systems and support, warranty, dealer workshop processes, technical infrastructure and consumer legal framework.
• Proven experience in Dealer Network with specific focus of After Sales and vehicle diagnostics.
• Expert knowledge of product defect diagnostics through Guided Fault Finding (GFF).
• Have an in-depth knowledge and understanding of the Consumer Protection Act (CPA).
• Ability to manage and formulate new dealer strategies.
• Effective problem-solving abilities, combined with logical visual and spatial thinking skills.
• Customer orientated, assertive and persuasive skills.
• Computer literacy (MS Office) and Group systems.

Note

Please ensure that you upload a copy of your ID and Qualifications