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Audi Manager, Technical Assistance

Company: Volkswagen Group of America
Location: Auburn Hills
Posted on: July 13, 2018

Job Description:

"Vorsprung durch Technik" or, "Progress through Technology" is our company ethos and is the core belief that drives the development of every Audi vehicle. It inspires the innovative solutions, revolutionary engineering and progressive design that have become synonymous with the Audi name. And it reminds us to challenge ourselves, rewrite the rules from time to time and always fuel our pioneering spirit. The spirit that sets us apart on the racetrack and the open road. In our relentless pursuit to become the number one premium car brand in America, we need employees who share in this spirit of challenging the status quo in everything that we do.
Role Summary



  • Assist the Audi Dealer service organization by providing vehicle related technical expertise and assistance to resolve product issues and critical repairs as they arise on customer vehicles.

  • Monitor product performance, identify product issues and report them to Product Support to initiate the fault solving process.

  • Support new product launches through 100> repair authorization prior to repair.

  • Develop a highly motivated, highly qualified and passionate team.


    Role Responsibilities



    • Define, implement, measure and control business objectives, targets, and processes.

    • Ensure professional, timely, knowledgeable, and friendly technical assistance to Audi dealership personnel and field representatives via toll-free telephone line and web-based systems (TACS).

    • Accurately record, track, and research repair trends utilizing data received from dealership and corporate field personnel. Maintain clear records of all calls to the Technical Assistance Center by entering concise and correct information into the TACS system.

    • Establish, document, and continuously update and implement best practices and processes.

    • Organize staffing schedule and all required training activities.

    • Establish and administer innovation projects (ART).

    • Oversee technical buyback process for Audi vehicles to ensure vehicles return to the market in sellable condition.

    • Inform, advise, and support direct reports in their Consultant roles and evaluate/ coach them in their performance and behavior (PMP).

    • Maintain, update, and enhance the used IT and phone systems.

    • Review and approve the internal and external knowledge base documents.

    • Assist internal and external sources with questions regarding TACS contacts.

    • Coordinate new vehicle launch activities related to the Audi Technical Assistance Center.

    • Prioritize staff objectives and activities to meet business objectives.

    • Determine staff schedule, training needs, Dealer visits.

    • Determine and prioritize service issues of in use Audi vehicles.


      Experience



      • 3-5 years of relevant experience


        Education



        • Degree in Applied Science (automotive)

        • Bachelor's degree or equivalent related Audi experience (desired)


          General Skills



          • Analytical and conceptual thinking ' using logic and reason, creative and strategic

          • Communication skills ' interpersonal, presentation and written

          • Computer savvy ' skilled in the use of software

          • Integration ' joining people, processes or systems

          • Influencing and negotiation skills

          • Problem solving

          • Resource management


            Specialized Skills



            • Call center phone and online experience

            • Minimum 5 years of experience in automotive industry

            • Extensive technical and product knowledge

            • Ability to problem solve and prioritize,

            • Ability to interpret and apply quantitative methodologies

            • Ability to self-motivate and support others

            • ASE Certified master Registered Technician (desired)


              Work Flexibility



              • 20> Travel required

                We are proud to be an EEO employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

                #LI-POST

                Keywords: Volkswagen Group of America, Detroit, Audi Manager, Technical Assistance, Executive, Auburn Hills, Michigan

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