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AI Summary
Worldwide, the Volkswagen Group has a long tradition of dramatic innovations. The Volkswagen Group with its headquarters in Wolfsburg, Germany is one of the world’s leading automobile manufacturers and the largest carmaker in Europe. The Group comprises twelve brands from seven European countries: Volkswagen Passenger Cars, Audi, SEAT, ŠKODA, Bentley, Bugatti, Lamborghini, Porsche, Ducati, Volkswagen Commercial Vehicles, Scania and MAN.
Brief Role Description
This position is Career Level 18S and is home based a Role Classification of Fully Remote.
Role Summary
Technical Parts Analyst serves as the first point of contact to VW and Audi dealers on Parts related issues. This job requires work in the Order Availability Telephone Queue and/or the Technical Parts Queue. The Parts Specialist Team also serves as ‘knowledge transfer agents’ for our dealers by interpreting Parts policies and procedures. Additionally, the team of Parts Specialists performs a variety of administrative and “behind the scenes” tasks aimed at ensuring the process of ordering and receiving the right parts is smooth and effective. A description of each essential function is identified below.
Role Responsibilities
Technical Assistance (25%)
The objective of technical parts assistance is to provide the customer with the information needed to determine and order the correct part, the first time. This is done by gathering repair information and parts data from the customer, researching AESIS/VESIS, ETKA, and EPIS, and any other available resources, deciphering the correct part for the particular repair, and ensuring the customer is able to order the correct part. They are also responsible for escalating all necessary concerns to Parts Specialists Team Leaders.
Catalog Assistance (25%)
The objective of catalog assistance is to remove the barriers that prevent customers from placing a parts order. This includes issues such as blocked parts, Parts On Command system failures, and missing catalog information (i.e. pricing, part numbers, etc.) This is accomplished by locating correct part numbers and prices, identifying parts that may not appear in the catalog and removing any system blocks that would prevent the order from being sent.
Knowledge Transfer Agent (25%)
The knowledge transfer agent responsibility involves assisting dealers in issues related to new parts policies and procedures. Additionally, a dealer may be offered ad-hoc training on parts reference materials. This may involve the interpretation of parts letters and circulars posted to www.vwhub.com and www.accessaudi.com. This function also involves the tracking and reporting on dealership training and advise the Parts Instructor responsible for that dealer.
Other Administrative Duties (25%)
This role will also be responsible to produce reports regarding Parts problems and resolutions as necessary. They will be responsible for maintaining a daily log of all dealer contacts (phone calls, emails, faxes, etc.) in a clear concise manner usable by all Parts Specialists. This role will also be responsible for maintaining files regarding part number and vehicle concerns as related to the incidents.
Qualifications
Years of Experience:
- Minimum 2-4 years of experience in Dealer Operations or Automotive Industry
- Minimum 2-4 Years of Customer Service Experience
Required Education:
- High School Diploma
Desired Education:
- Bachelor’s degree
Skills:
- Strong Verbal and written communication Skills
- Analytical and conceptual thinking – using logic and reason, creative and strategic
- Computer savvy – skilled in the use of software
- Integration – joining people, processes or systems
- Influencing and negotiation skills
- Problem solving
- Resource management
- Professional and interpersonal skills
- Team Oriented
- Dealer Operations
Required Skills:
- 2-4 years of experience in Customer Service and or Call Center Environment.
- Strong analytical and problem solving skills
- Proficient in standard Microsoft Office applications (Word, Excel, PowerPoint)
- Strong parts technical knowledge of VW and Audi products and catalogs
- Ability to meet individual targets on customer call group metrics
- Work independently with minimal supervision
- Ability to work under pressure, and treat customers as a professional analyst
- Proficient user in all software applications available to the dealer (VESIS, AESIS, CICS-GA, EPIS)
Desired Skills:
- Working knowledge of all Parts systems (ET-2000, ETKA)
- Experience in technical automotive or related industry
- Experience in retail or wholesale automotive
- Strong mechanical understanding of a vehicle
Work Flexibility:
- Physical requirements, travel requirements, work schedule, etc.
- Minimal travel: Possibly 1 time per year
Volkswagen Group of America is an Equal Opportunity Employer. We welcome and encourage applicants from all backgrounds, and do not discriminate based on race, sex, age, disability, sexual orientation, national origin, religion, color, gender identity/expression, marital status, veteran status, or any other characteristics protected by applicable laws.
This role description is a guideline and does not create contractual rights between the Company and any of its applicants. The Company does not enter into any type of employment contract, implied or written, with its applicants regarding job security.
This Organization participates in E-Verify. We maintain a drug free workplace and perform pre-employment substance abuse testing.
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