Product Support Engineer

Role Summary:
Product Support is the primary quality liaison group between the VW Factories and *** of America. The primary role of the Product Support Engineer position is to monitor and report vehicle quality concerns to the Factories/Dealers using Warranty data, JD Power results, and information from the Technician Helpline/Field Quality colleagues. Once reported, it is the engineer's responsibility to track topics to final resolution. Additional responsibilities include writing technical bulletins and tracking/managing failed parts from the Field.
Role Responsibilities:
Failure Resolution Process (FAP) 60%
Monitors Field warranty data, filters, organizes, prioritizes, and selects technical topics for follow-up.
Reviews top warranty, long term quality, early warning and tow-in concerns to identify problems and investigate customer complaints, workshop findings, repairs performed and research all other potential possibilities surrounding issues.
Reports market/product concerns in technical detail with pre-analysis in the FAP process.
Monitors the effectiveness of service solutions and Factory corrective actions introduced into production and service repairs.
Attends Factory meetings and topic escalation meetings.
Conducts follow-up on claimed parts analysis results so FAP documents are updated appropriately.
Updates problem tracking lists timely and accurately.
Develops technical and non-technical approaches to address Dealer issues.
Claim Parts from the Field - 20%
Performs preliminary analysis on warranty returned parts with the Quality Analysis team; ships sample parts to the appropriate Factories and/or suppliers.
Ensures claimed parts pertaining to responsible PIDs (Part IDs) are available.
Maintains and updates part submission lists on a regular basis.
Checks and inspects incoming parts from Field claims.
Scraps parts and deletes from submission list when necessary.
Technical Support 20%
Provides technical support to other VWoA departments like technical Field personnel, Technician Helpline, Parts department, Customer Service, and Compliance/TREAD.
Provides diagnosis and service solution information to the Technician Helpline and drafts Technical Bulletins for the Field organization.
Resolves unscheduled and unplanned technical issues.
Qualifications
Years of Experience:
5-7 years technical automotive experience
Education Required:
"Bachelor of Science in Automotive Technology, Management, or equivalent experience
Education - Desired:
"Master s Degree in Business Administration or related discipline
Skills:
"Communication skills
"Problem solving skills
"Analytical skills
"Conceptual thinking skills
"Integration - joining people, processes or systems
"Influencing and negotiation skills
"Resource management
Specialized Skills - Required:
"Computer savvy; strong Client Office skills
"Understanding of automotive systems/concepts/components
"Strong written and oral communication skills; Ability to understand and communicate trends in large amounts of data
Specialized Skills - Desired:
"VW/Audi technical product knowledge/experience
"Knowledge of German and/or Spanish languages
Work Flexibility:
"Domestic and international travel required approximately 10%