Area Technical Manager

We love our cars, but it's the people behind them who make them what they are. To build great cars, we need great people. That's why Volkswagen Group Canada pays competitive salaries, offers fringe benefits, and provides unique opportunities for personal and professional growth. We encourage and reward initiative, creativity, teamwork and performance within a fast-paced, stimulating environment. And did we mention that there are really cool Volkswagen and Audi vehicles all over the place?

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

Please note that we appreciate the interest of all candidates, however only those under consideration will be contacted.

Volkswagen Group Canada Inc. is committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, family status, gender identity, gender expression, national origin, age, disability or any other characteristic protected by federal, or local laws.

Volkswagen Group Canada Inc. is committed to providing accommodations for people with disabilities including during the application process. If you require an accommodation because of a disability, we will work with you to determine what reasonable accommodation may be available to meet your needs whether it be as an applicant or an employee. Applicants need to make their needs known in advance. If you are selected for an interview and require an accommodation, you are encouraged to advise the Recruiter who will consult with you to determine an appropriate and reasonable accommodation.