Product Support Front Office:
- Manage technical inquiries on DISS Monitor L2, providing high-level technical support to importers within APAC region
- Monitor the progress of DISS cases and ensure follow-up until each case is resolved
- Monitor and assess the quality of DISS tickets received using the evaluation tool
- Provide onsite/remote support to markets using telediagnosis, often requiring a direct diagnostic tool connection to the vehicle, typically using ODIS-S, iDEX, ODIS-E, or CP-Tool
Technical Problem Investigation:
- Organize customer’s car with the importer for vehicle analysis
- Investigate technical issues either on-site or remotely on behalf of Audi AG Quality Assurance, and/or Technical Development
- Initiate, coordinate and organise advanced analysis from expert team to obtain essential measurement data for further analysis
- Determine whether to distribute to the importer based on the sensitivity of data gathered
- Monitor product quality performance in the region and report deviations to Audi AG
Product Support Back Office & Fault Elimination Process:
- Monitor product quality performance by analysing monthly data from Tableau/AQUA/SQA,FFP & if necessary warranty reports to identify new technical problems in the region and report deviations to Audi AG and the importer
- Initiate affected markets to kick off fault elimination process on newly identified problems by requesting Priority Customer Complaint (PCC) to be created
- Prepare and provide relevant data for escalation meetings, business review, monthly reports
Product Support Coordination & Escalation:
- Arrange meetings/conferences with importers for technical discussions
- Centrally coordinate and manage technical topics by escalating/de-escalating topics within APAC region to PQF/FQK/QuK/BPD committees, where appropriate
- Arrange regular meetings or telephone/video conferences with Audi AG Quality Assurance Product Support division for follow-up on PCC/FAP/KPM topics
Competency Identification and Development:
- Identify product support and market competency needs in the APAC markets and find solutions to enhance market competence through coaching, development, and training
- Provide high-level trainings to enhance competence levels at identified importers
Training/Qualification/Conference:
- Actively organise and prepare technical training/qualification sessions eg. advanced technical service training (SoST), Resident Program, Product Support Qualification (PSQ) and Learning Online Training (LoT)
- Actively organise and support conferences such as the Regional Technical Conference and global SoST
Technology Advancement:
- Work continuously to future-proof technology advancement, innovate and promote advanced diagnostic/repair solutions to all importers
Market Steering and Mentorship:
- Support assigned APAC markets as part of the market liaison/mentor program, providing ad hoc support that may be non-technical in nature
- Monitor and review the development of importer’s KPI performance (STLI) for mentored markets, coordinate coaching and analyse reports/data as needed
- Support the Process analysis function as required to identify gaps or areas of improvement with importer standards regionally and occasionally globally
Requirements:
- Post-secondary qualification is desirable, with an engineering diploma or degree being advantageous but not mandatory
- At least five to eight years in the car repair industry, holding positions such as Mechanic, Workshop Manager, Foreman or Service Advisor
- Excellent communication and presentation skill with adequate experience in steering and managing multicultural markets
- Fluent in English is required and proficiency in German is highly advantageous
- Experience in moderating workshops and seminars, delivering trainings to importers globally
- Self-motivatedindividual that can work with high independency, able to travel internationallyand sometimes at short notice
