Western Technical Field Manager

Title: Western Region Technical Field Manager

Role Summary
This technical position, part of the Product Quality and 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, documenting all findings.

Responsibilities
" Improve customer service experience, through the prompt and correct repair of vehicles and the forward resolution of quality issues.
" Conduct in-depth on-site technical analysis as a component of the AoA-Audi AG process for the resolution of product quality issues.
" Report emerging vehicle quality issues to the Product Support specialists.
" Report service information (internal) shortcoming, errors/missing repair information, tool shortcomings, wiring diagrams, etc.
" 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.
" Partner with the Region teams and Customer Care teams in dealing with sensitive customer vehicle technical issues.
" Ensure that all the information that is 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 AoA, VWGoA, Audi AG. Support field activities of Audi AG.
" Support the operation of the team by performing special projects and tasks as necessary (tool purchases, meeting planning, proctor technical training, etc...).

Required Skills
" Prior technical experience with Audi, VW, Porsche or other European OEM.
" Strong automotive technical knowledge.
" Must have recent, hands-on automotive technical issue diagnosis experience
" Strong orientation / ability to work in teams and support others.
" Prioritize, effectively manage own time and multiple activities with frequent interrupts and limited supervision.
" Driven, self-motivated, extremely well organized, detail oriented and disciplined.
" Performance oriented and focused on self-development.
" Hold valid unrestricted driver license and passport.

Desired Skills
" Previous technical experience in retail service as certified master technician or similar field/service/training technical positions with vehicle manufacturers.

Education
Required
" Associate Degree in Automotive Technology or equivalent degree or certification
" Automotive High Voltage certification/training
Desired
" Bachelor's Degree in Science with major in a technical subject or equivalent degree or certification (ASE A1-A8 + L1)

Work Flexibility
This position requires extensive, often short-notice, regional travel (70-80% of time), including occasional national travel, with overnight stays when needed. Must be able to work flexible hours, occasionally greater than the normal work week (usually travel time). Rare, short-duration (4-5 days stay) international travel (Germany) is also required.

Location Details:
TFM position is home based, and location should be San Francisco Bay Area, etc. Candidates need to reside in the Bay Area as it is centralized to dealerships they would be supporting.

Supplier call note from Rachel - 08/05

VW Spotlight Call Notes Western Region Technical Field Manager

Role Overview

• This is not an IT or traditional engineering role.
• The position requires someone with a strong hands-on automotive repair background.
• Looking for a candidate with 7 10 years of experience.
• Ideal candidate is a top-tier technician who has progressed into dealer management, technical support, or field service.
• Will serve as the technical liaison between Audi/VW Corporate Engineering and dealership service departments.
• Candidates with experience from other automotive OEMs are also considered (Hyundai, BMW, Mercedes, Ford, GM, Toyota, Honda, etc.).
• Audi or Volkswagen experience is preferred, but candidates can be cross-trained.

Ideal Background

• Extensive vehicle diagnostics and repair experience.
• Dealership experience is highly preferred.
• Experience supporting dealer technicians and resolving complex vehicle issues.
• Comfortable using:
  • OEM scan tools
  • Digital meters
  • Oscilloscopes
• Strong technical troubleshooting skills.
• Able to prepare detailed technical reports (5 10 pages) analyzing issues and documenting findings.

Day-to-Day Responsibilities

• Support approximately 17 dealerships within the assigned territory.
• Manage and monitor assigned technical cases.
• Work with dealers to resolve difficult vehicle repair issues.
• Escalate and coordinate with Corporate Engineering when necessary.
• Determine why a vehicle could not be repaired at the dealership.
• Prepare post-case reports documenting:
  • Root cause
  • Repair process
  • Why the dealer was unable to resolve the issue
• Communicate with dealers via:
  • Phone
  • Email
  • On-site visits

Travel Requirements:

• Primarily covers the Bay Area.
• Most travel is local, typically 30 minutes to 3 hours between dealerships.
• Most trips can be completed in a single day; occasional overnight stays may be required.
• Previous employee often chose to drive back the same night.
• Overnight stays are fully reimbursed.
• National travel is expected only once or twice per year.
• No recent international travel.
• Personal vehicle is required.
• Business expenses are submitted for manager approval.

Work Schedule

• Spend approximately 3 4 days each week at dealerships.
• Remaining time is spent following up on cases, preparing reports, and communicating with dealers.

Red Flags

• Frequent job hopping.
• Limited hands-on diagnostic or repair experience.
• Candidates with primarily IT or software engineering backgrounds.

Interview Process

• Round 1: Introductory interview with Michael.
• Round 2: Panel interview.
• Interviews will be conducted virtually.

Hiring Timeline

• Client is hoping to have someone start within the next 1 2 months.