Field Technical Manager

PORSCHE CENTRE LEBANON; Toronto; On-site; CAD 80,000 - 110,000; Full time

Job summary

A leading company in the automotive sector seeks a Field Technical Manager to deliver expert technical support to Porsche dealers. This role involves diagnosing complex vehicle issues, providing technical guidance, and enhancing customer satisfaction. The candidate must possess significant automotive experience, technical knowledge, and communication skills to effectively liaise with dealerships and internal teams.

Qualifications

• 5+ years’ automotive technical retail/wholesale experience.
• Experience in OEM environment for dealer technical support.
• Advanced technical knowledge, Porsche preferred.

Responsibilities

• Provide expert technical support to Porsche dealers.
• Conduct root cause analysis and resolve complex vehicle issues.
• Maintain relationships with external vendors and suppliers.

Skills

Advanced automotive technical knowledge

Effective interpersonal communication skills

Understanding of Dealership After Sales operations

Electrical and High Voltage systems diagnosis

Proficiency in Microsoft products

Willingness to travel

Thermal Investigation Certification

Bilingual French speaker

Education

College degree in Automotive Technology or Engineering

Journeyman and/or Interprovincial Red Seal Licensed Mechanic

Job description

TasksTasks

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:
• Provide Technical Expertise/Support for escalated workshop and technical matters to Porsche Centres via Phone, Email and PRMS Technical tickets
• Ensure prompt handling and resolution of escalated Technical Support matters.
• Conduct root cause analysis, evaluate and report complex issues or trends.
• Ensure implementation of Workshop Escalations processes to resolve technical matters.
• Provide back-up Technical & Connect Support for additional Regions as necessary.
• Field Support:
• Technical liaison for assigned region on behalf of PCL.
• Provide in-person dealer technical support and evaluation for complex technical matters.
• Support internal PCL facilities, projects, testing and evaluations.
• Assist Porsche Centres in HV Battery repairs and onboarding.
• Single Incidents & Evaluations:
• Perform on-site Single Incident analysis and Reports as needed.
• Document and report Quality Concerns and other Product related investigations.
• Willingness to complete Thermal Investigation training.
• Legal & Customer Support:
• Provide Technical Expertise for CAMVAP, Customer Support and Legal matters.
• Work with Dealer Personnel, Customer Commitment and Legal to resolve cases effectively.
• PT4G and Diagnosis equipment:
• Support dealers and PCL internal for PIWIS Tester (PT4G) deployment and diagnosis.
• Utilization of special diagnosis equipment and engineering level software and programs.
• Stay up to date on updates with existing and new emerging diagnosis technologies.
• Dealer Communication
• Maintain Technical and Workshop Spaces on the Porsche Partner Network (PPN).
• Creation of Technical Support Bulletins to Porsche Dealer Network.
• Communicate known issues, fixes, tips and Workshop Manager presentations.
• Porsche Special Tools:
• Manage and support Porsche Special Tool program in accordance with PCL and PAG requirements.
• Maintain Mandatory Special Tool Catalogue and communicate updates via PPN.
• Order and communicate new Special Tool releases to dealers and internal colleagues.
• Maintain relationships with external vendors and suppliers as needed.
  
  

QualificationsQualifications

Education:

• College degree in Automotive Technology, Engineering, or equivalent education or experience or Journeyman and/or Interprovincial Red Seal Licensed Mechanic
  
  

Experience

(Job and Industry):

• 5+ years’ automotive technical retail/wholesale experience.
• Experience in OEM environment for: dealer technical support and After Sales workshop operations.
  
  

Skills

• Advanced automotive technical knowledge, Porsche preferred.
• Effective interpersonal communication skills: both written and verbal.
• Thorough understanding of Dealership After Sales operations.
• Ability to handle multiple complex tasks with varying priorities simultaneously.
• Advanced knowledge and practical experience in Electrical and High Voltage systems diagnosis.
• Proficiency in Microsoft products: Word, PowerPoint, Excel.
• Willingness to travel domestically and internationally (up to 50%).
• Thermal Investigation Certification would be an asset.
• Bilingual French speaker would be an asset.