Field Technical Sr. Staff (100463)

*This position will report to the Torrance, CA Facility but will be based in Pennsylvania, covering the East Coast*

Parts & Service Field Operations group provides dealer consulting and support to improve the Service customer experience and maintain dealer profitability. The field staff is the dealers' point of contact for all parts and service-related activities. The Field Technical Specialist Lead (FTS-Lead) will support day to day review of Field Technical Specialists (FTS) in efforts of buyback prevention and improve dealer Fixed on First Visit performance. This position will quality check case documentation to ensure its accuracy, provide feedback on improvement areas to FTS team as well as assist in repair direction and hands on assistance as needed.

• Reduce vehicle buybacks and trade-outs: 10% reduction over previous fiscal year
• Monitor weekly Mediation report to stay on top of potential buybacks. Assist with large multi-day repairs. Provide quality checks and review customer vehicle comeback situations with FTS on a monthly basis
• Lead quality touchpoint and training for all FTS. Work with multiple departments and: i.e. Engineering, Product Development and Market Quality to provide market feedback on technical discoveries. FTS team target to fix > 95% of vehicles on the first visit
• Professional Development & On Boarding: Track FTS team training percentages and ensure training plans are created and met. FTSS to work/travel with team members and focus on areas of improvement. FTSS will assist with interviews and on boarding
• FTSS to coordinate District Manager joint visits with the Zone teams and direct Fixed First Visit "FFV" focus. FTSS to build strategy that targets and the greatest FFV impact
• Administrative duties: FTSS to ensure that FTS members are creating and updating Techline reports within 24 hours of vehicle inspection / repair completion. Conduct quarterly performance reviews with FTS team members in responsible region
• Special Projects: Coordinate testing of tools and provide feedback. Manage inventory of special tools when necessary. FTSS to work with team on special project coordination and implementation. Assist Market Quality Data with DVR support activity

• Automotive technical school or 8 years on-the-job experience
• Automotive training: must be ASE certified or equivalent experience and possess extensive troubleshooting skills
• Extensive automotive technical experience required
• Requires excellent interpersonal, verbal, and written communication skills
• Position requires extensive travel and may require relocation
• Prior experience managing a team