Job Description

Closing Date 2023/11/21
Reference Number VWS231115-2
Job Title TECHNICAL FIELD SPECIALIST - 1372
Job Type Permanent
Location - Country South Africa
Location - Province Gauteng
Location - Town / City Centurion
Type of Position:

Applications are invited from suitably qualified & experienced employees to fill the above vacancy in NSO Group Service xe2x80x93 Technical Service Centre Department (Centurion).
and Responsibilities

• Functioning as xe2x80x9cflying doctorxe2x80x9d w.r.t. on-site technical assessments, vehicle evaluations and guidance on escalated technical problems to effect improved quality of information and quicker resolution.
• Traveling at short notice to repair complex problems to the correct safety and quality standards on vehicles at Dealers (both local and Sub-Saharan Importers).
• Performing root-cause analysis of complex vehicle problems and providing input for developing Dealer training content and material to address specific shortcomings and topics.
• Ensuring the most economic method of diagnosis and appropriate repair quality standards are achieved within the Dealer Network and at Sub-Saharan Importers.
• Accountable for implementation of corrective measures which will enable the Dealer to achieve their monthly business objectives and compliance levels, relating to workshop processes as well as the increase of workshop effectiveness and minimizing repeat repair potential.
• Conducting in-depth 3-4 day Dealer onsite compliance audits to prescribed Group Aftersales processes and standards.
• Accountable for monitoring and reporting of Dealer specific metrics relating to the Technical Core Process compliance.
• Collaborating with Dealer Management and Aftersales Field Force in order to identify and implement corrective actions for underperforming dealers with respect to Group Service targets.
• Managing the dealer networkxe2x80x99s conformity to single incident reporting and campaign fulfillment to limit potential corporate liability risks.
• Identifying and address the training and development needs of the Dealerxe2x80x99s workshop and aftersales staff to ensure targeted technical capability is in place.
• Managing the speedy resolution of escalated customer concerns involving TSC, Customer Interaction Centre and the Dealer.
• Ensuring the ongoing development and coaching of Dealer personnel to the desired level of Technical Core Process compliance

Education and Experience

• Degree or National Diploma in any relevant Engineering Field or Diploma/Degree in Operations Management with a Motor Mechanic Trade Certificate and a Master Technician Certificate.
• Minimum 5 years motor industry experience gained in a Technical Services environment/Product Engineering / After Sales.
• A minimum of 2 yearsxe2x80x99 experience in dealing with automotive product support issues of a technical nature and Customer Service liaison relating to Technical Support.

Skills, Attributes & Other requirements

ESSENTIAL:

• Expert knowledge of product, Group standards, After Sales systems and support, warranty, dealer workshop processes, technical infrastructure and consumer legal framework.
• Proven experience in Dealer Network with specific focus of After Sales and vehicle diagnostics.
• Expert knowledge of product defect diagnostics through Guided Fault Finding (GFF).
• Have an in-depth knowledge and understanding of the Consumer Protection Act (CPA).
• Ability to manage and formulate new dealer strategies.
• Effective problem-solving abilities, combined with logical visual and spatial thinking skills.
• Customer orientated, assertive and persuasive skills.
• Computer literacy (MS Office) and Group systems.

Policy

Volkswagen Group South Africa is committed to Employment Equity when recruiting internally and externally, this includes persons with disabilities. It is company policy to promote from within wherever possible. Therefore, please be aware that internal candidates will be considered first before reviewing external applicants, provided that this supports the achievement of our Employment Equity goals.

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