Technical Field Manager

This position is a salary grade 8, reports to Mark Beech and can be located in the Western or Central Region.  Fully Remote

"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:

• The TFM position, part of the Product Quality & Technical Service team, is field based and provides mobile technical expertise directly supporting customer satisfaction, Audi dealers and the improvement of Audi vehicles product quality. Main responsibilities include the a) identification, analysis, and report of causes for product performance and quality shortcomings of in-use vehicles, b) direct assistance to Audi dealers in the prompt, efficient, and effective repair of customer vehicles while documenting all findings. Assist Audi Dealers to improve the customer service experience through the prompt and correct repair of vehicles and the forward resolution of quality issues.
• Promptly support Audi dealers to manage technical customer cases: diagnose and correctly repair difficult to localize product shortcomings on customer vehicles, as dispatched through the Technical Assistance Team or the Technical Field Leader.
• Report emerging vehicle quality issues to the Product Support Team.
• Report service information (internal) shortcomings, errors/missing repair information, tool shortcomings, wiring diagrams, etc.
• Partner with the Region Teams and Customer Care Teams in dealing with sensitive customer vehicle technical issues.
• Ensure that all the information collected during dealer visits is promptly documented and delivered to Technical and Region Teams in a professional manner (contact report); including technical analysis detailed results, pictures, videos, process and dealer service readiness/repair quality observations, training recommendations, need for warranty review, etc.
• Organize and host technical update meetings with dealer service personnel (shop foremen, lead technicians).
• Continuously develop own technical/personal knowledge/skills by participating in training and development opportunities.
• Provide cross-functional technical assistance to other groups of Audi of America and Audi global headquarters in Germany.
• Support the operation of the team by performing special projects and tasks as necessary (tool purchases, meeting planning, proctor technical training, etc.).