Field Technical Manager

Porsche Cars Canada; Toronto; On-site; CAD 80,000 - 100,000; Full time

Job summary

A leading automotive company seeks a Field Technical Manager to provide expert technical support to Porsche dealers. This role is crucial for resolving complex vehicle issues and enhancing customer satisfaction. The position involves direct communication with service personnel and requires a strong technical background.

Benefits

Flexible working hours

Professional development opportunities

Qualifications

• Expertise in diagnosing complex vehicle issues.
• Experience in providing technical support to dealers.
• Ability to conduct root cause analysis and resolve technical matters.

Responsibilities

• Provide technical expertise for escalated workshop issues.
• Support dealers for complex technical matters in person.
• Document and report Quality Concerns related to products.

Skills

Technical Support

Troubleshooting

Communication

Root Cause Analysis

Customer Service

Education

Automotive Engineering Degree

Tools

PIWIS Tester

Technical Support Bulletins

Job description

tasks

Position Objectives:The Field Technical Manager provides expert technical support for Porsche dealers by diagnosing and resolving complex vehicle issues, assisting service technicians with accurate troubleshooting guidance, and ensuring timely and effective communication between Porsche AG (PAG), Porsche Cars North America (PCNA), as well as Porsche Cars Canada (PCL) Service and Customer Teams. This role aims to enhance customer satisfaction, reduce vehicle downtime, and contribute to continuous improvement in product quality and service efficiency.

Primary Responsibilities:

• Technical Support:o Provide Technical Expertise/Support for escalated workshop and technical matters to Porsche Centers via Phone, Email and PRMS Technical ticketso Ensure prompt handling and resolution of escalated Technical Support issues.o Conduct root cause analysis, evaluate and report complex issues or trends.o Ensure implementation of Workshop Escalations processes to resolve technical matters.o Provide back-up Technical & Connect Support for additional Regions as necessary.

• Field Support:o Technical liaison for assigned region on behalf of PCL.o Provide in-person dealer technical support and evaluation for complex technical matters.o Support internal PCL facilities, projects, testing and evaluations.o Assist Porsche Centers in HV Battery repairs and onboarding.

• Single Incidents & Evaluations:o Perform on-site Single Incident analysis and Reports as needed.o Document and report Quality Concerns and other Product related investigations.o Willingness to complete Thermal Investigation training.

• Legal & Customer Support:o Provide Technical Expertise for CAMVAP, Customer Support and Legal matters.o Work with Dealer Personnel, Customer Commitment and Legal to resolve cases effectively.

• PT4G and diagnostic equipment:o Support dealers and PCL internal for PIWIS Tester (PT4G) deployment and diagnosis.o Utilization of special diagnosis equipment and engineering level software and programs.o Stay up to date on updates with existing and new emerging diagnosis technologies.

• Dealer communicationo Maintain Technical and Workshop Spaces on the Porsche Partner Network (PPN).o Creation of Technical Support Bulletins to Porsche Dealer Network.o Communicate known issues, fixes, tips and Workshop Manager presentations.

• Porsche Special Tools:o Manage and support Porsche Special Tool program in accordance with PCL and PAG requirements.o Maintain Mandatory Special Tool Catalog and communicate updates via PPN.o Order and communicate new Special Tool releases to dealers and internal colleagues.o Maintain relationships with external vendors and suppliers as needed.For more detail, salary and company information, use the apply link