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Technical Field Support Manager At Audi Canada


Ajax, On

Job Description

Technical Field Support Manager - GRO000607
Primary Location: Canada-Ontario-Ajax

Drive Your Career!

We love our cars, but it’s the people behind them who make them what they are. To build, market, and service 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 VWs and Audis all over the place?

We are currently looking for a Technical Field Support Manager to support the VW & Audi Brands at our Corporate Office in Ajax, ON

As an experienced automotive technician with a thorough knowledge of complex diagnosis and repair, you will provide in-field technical expertise support to the VW & Audi dealer network in Canada as well as in-office support for various internal groups and departments.

Reporting into the Director, Technical Services, you will primarily support the technical resolution process and will be actively involved with short-term and long-term process and quality initiatives including monitoring, analysis and reporting. Utilizing your troubleshooting skills, you will support dealers with customer technical topics and perform pre-analysis of vehicles in operation. You enjoy the variety and challenge of working between office and field activities and will be scheduled/deployed to best support the customer and department requirements.

Primary Responsibilities:
  • Involved in in-depth technical diagnosis and will assist the Technical Helpline, Product Support, Field teams, and the Quality group as needed
  • Responsibility to perform pre-analysis that supports the Technical Helpline, Product Support, and Technical Service problem solving
  • Own assigned cases and work with the dealer in the diagnosis and root cause analysis for specific vehicles, working in conjunction with Helpline and Product Support personnel
  • Ensure that information that is collected is documented and delivered to the responsible department in an agreed format and timely manner
  • Communicates on Technical Escalations and Service Activities, acts as an information liaison between Technical Service, dealer network, and the factories
  • Following the dispatch via the escalation process, will plan, contact, and work with the dealer towards repair
  • Partners with the Brand After Sales team in dealing with sensitive customer vehicle topics
  • Provides technical support to the After Sales Field Force as needed
  • Supports the reporting process / escalation as required
  • Stays up-to-date with automotive technologies
  • Flexible for other tasks and responsibilities as required

What we’re asking for:
  • Technical diploma or degree in Engineering or Technical discipline
  • Certified Automotive Technician with inter-provincial recognition; Master Technician status & High Voltage training preferred
  • Minimum of 5 years’ relevant experience in automotive repair; Audi/VW Technician experience an asset
  • Must be highly flexible and adaptable for travel throughout Canada as needed; up to 75% travel
  • Strong communication skills - verbal and written; Fluency in both English and French preferred
  • Proven automotive diagnostic, analytical and problem solving skills
  • Understanding of automotive retail operations
  • Knowledge of personal computer applications

What you’ll get in return:
  • A flexible, collaborative, and dynamic work environment with an award-winning employer
  • Many opportunities for personal and professional development
  • Opportunities to participate in exciting company events that give back to the community
  • You and your family get amazing rates on our cars
  • Competitive employer paid benefits, pension and compensation package
  • And much, much more!

**Please note that we appreciate the interest of all candidates, however only those under consideration will be contacted.
Additional information: Volkswagen Group Canada is committed to providing accommodations for people with disabilities during all phases of the hiring process including the application process. If you require an accommodation because of a disability, we will work with you to meet your needs. 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 accommodation.

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