Quality Technical Manager

Brief Role Description

This position is Career Level 19P, located in Saint Louis, MO area, with a Role Classification of Fully Remote.

Role Summary

The Quality Technical Manager (QTM) is responsible for assisting Volkswagen Dealerships in the repair of vehicles as reported though the Volkswagen Technical Assistance system (VTA), as well as ensuring all service workshops adheres to Volkswagen repair standards, technical training and workshop processes; thus ensuring accurate vehicle diagnosis and guaranteeing a quality repair is performed for the Customer.

The QTM will assist Dealership Technicians by supervising/guiding in repair logic/diagnosis on 3rd level Volkswagen Technical Assistance (VTA) cases (50%); identify and report on emerging quality concerns on both new and in-service vehicles (20%); evaluate and implement actions to minimize repeat repairs (10%); ensure Dealership Technicians are adequately trained for assigned repairs (10%); confirm diagnostic and special tools are available and updated (5%); improve workshop processes and mystery-shop (5%)

The QTM is primarily responsible for providing an advanced level of technical expertise to Volkswagen dealers involving vehicles in which the dealer has reached an impasse in attempting to repair. The QTM will prioritize and direct all Volkswagen Technical Assistance (VTA) cases within his area of responsibility to ensure prompt and accurate resolution for the customer. The expectation is that all technical issues, with customer vehicles, will be resolved by the QTM group utilizing all resources both internal to the QTM group and within the Service and Quality groups. This level of technical experience is to be considered as advanced technical support.

Role Responsibilities

Additionally, the QTM will consult with dealership management during every visit (i.e. General Manager, Service Manager) to evaluate and improve their dealership “Technical Readiness":

• QTM will lead the Dealership to organize a program to ensure all minimum required Volkswagen workshop tools and equipment are available / operational, and routine in-dealership tool audits are performed. He/she will ensure that the overall dealership workshop condition is conducive to performing quality repairs that meet or exceed industry standards. The ultimate goal is to perform quality repairs and improve the customer experience by reducing the length of time to identify the cause of the concern.
• QTM is responsible to ensure that all Volkswagen approved diagnostic scan tools are listed in Dealership tool inventory, operational and updated with the most current software levels. Working with dealer management, the QTM will devise procedures to ensure new software is updated timely.
• QTM will take a lead role in identifying future Volkswagen technical training content/curriculum. He/she will appraise individual dealership technician training, evaluate technician skill level and their work quality standards during dealer visits. He/she will complete his/her appraisal and agree on requirements with dealer management.
• QTM is responsible to develop a process with the goal of reducing repeat repairs and improve RRFT scores. This will be done in partnership with the FOM/Service Manager and should include establishing quality checks before the vehicle is returned to customer; identifying vehicles returning for the same concern; ensuring the technician is qualified to perform a repair or diagnosis; establish a “hold over” log to identify vehicles waiting for parts or authorizations and ensure the general atmosphere in the workshop encourages professional, quality repairs. Technical fault identification, as measured by VW Mystery Shop, will be a core element in this process.
• QTM will provide onsite technical expertise in support of the Problem Resolution (FAP) process by inspecting and evaluating technical concerns with vehicles at the dealership. These vehicles frequently are customer owned vehicles, however they may also be repurchased or inventory vehicles. QTM may have interaction with vehicle owner if during the course of the repair a more detailed explanation or demonstration is required. Detailed technical reports will be submitted to the appropriate groups upon completion of this root cause analysis.
• QTM will monitor all quality issues connected with technical repairs and submit detailed reports to the appropriate support groups within Volkswagen. Reports will be combined and advanced by Region Leadership.
• QTM will establish a process to constantly evaluate the quality level of new/delivered/inventory vehicles within a dealership. Quality shortcomings caused by either technical or dealer processes will be actioned and reported to Volkswagen and dealership management.
• QTM is responsible for Warranty Repair Acceptance requested by the dealers in the areas of glass, paint, corrosion and premature clutch fiction disc material failure on manual transmission vehicles. He/she will review these cases via pictures and determine if an on-site inspection is required. QTMs prime role is to determine whether the failure is a defect in material or workmanship (warranty), or caused by outside influence.
• The QTM will perform the duties of Technical Expert to various groups within VWoA, as requested, in legal cases.
• QTM will maintain the highest level of technical competence by regularly attending Volkswagen training, both self-study and instructor lead. He/she will maintain an ASE Master Level status at all times.

Qualifications

Years of Experience:

• 5-7 years in Service Department of retail or wholesale automotive operation

Required Education:

• Degree in Automotive Technology or equivalent work experience
• ASE Master Level Certification with L1 (Advanced Level Emission Certification)

Desired Education:

• Degree in business management

Skills:

• Analytical and conceptual thinking – using logic and reason, creative and strategic
• Extensive Volkswagen technical product knowledge
• Communication skills – interpersonal, presentation and written
• Knowledge of personal computer applications
• Technical ability to logically work through electrical, mechanical failures and pinpoint root cause
• Influencing and negotiation skills
• Create technical reports showing the “root cause” using both written text, photographs and video in a concise, detailed and clear manner
• Resource management and the ability to accomplish the task at hand with the tools currently available (out of the box thought process)

Required Skills:

• Working knowledge and or understanding of dealer after sales operations and/ or overall dealer operations
• Process oriented
• Detail oriented
• Negotiation Skills

Work Flexibility:

• Travel Required (90%)
• Ability to be flexible with work schedule