Product Support Engineer

Product Support Engineer is the primary quality liaison group between the VW Factories and Volkswagen 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.

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 Microsoft 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
• Proficient in French Language

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, ?KODA, Bentley, Bugatti, Lamborghini, Porsche, Ducati, Volkswagen Commercial Vehicles, Scania and MAN.