Position 1:
Job Responsibilities:
1) Technical Market PDI & Field Support / Flying Doctor
- Provide daily, technical & diagnostic support to all importers / retailers within the Asia Pacific region to meet the customer promise
- Execute remote assistance / flying doctor function, supporting the markets with on-site vehicle diagnostics and fault finding by analysing & interpretating complex technical data from multiple sources (travel required at short notice
2) High Voltage Regional Expert
- Manage and supervise the High-Voltage Battery repair concept, incl. working on live systems (High Voltage Expert), handling critical batteries at the dealerships and preparing markets for introduction of Battery Electric Vehicles
- Provide market support in regards to Home charging preparation and solutions for BEV/PHEV
3) Management of Technical KPI's & Internal Processes inc PCC / Early Life & Japan PDI Centre
- Monitor & assess technical KPI's and provide the Aftersales Operations Manager with key information & specific retailer action plans, ensuring retailer achievement of agreed targets across the technical KPI's
- Report and manage dealer Technical competence improvement plans in conjunction with all key business stakeholders
- Responsible for Quality monitoring and report deviations in the area of (Chassis/Powertrain /Electrical / Body & Trim) to support Aftersales’ Priority Customer Concern (PCC) process. To be responsible for developing dealer Technical competence improvement plans in conjunction with all key business stakeholders relative to these areas
- Primary responsibility for the resolution of all technical concerns raised at Japan Regional PDI Centre
4) Management of Active Damage Management (Body & Paint) & Cyber Security
- Manage and supervise all activities linked to Active Damage Management, such as body and paint shop assessments
- Support and manage cyber security within the region including implementation of processes / technical solutions & reporting measures
5) Workshop Equipment, Special Tools & After Sales IT System Support
- Provide market support for special tools and workshop equipment, as well as Bentley After Sales IT systems
- Moderate and manage the implementation of new repair manuals, Technical Information and Technical Circulars between BML and the markets
6) Ownership & support for technical strategic projects
- Support BML & Regional Office in various projects and assignments
- Provide the key technical interface back to Central Product Support Team in the HQ
Position 2:
Job Responsibilities:
1) Product Support
- Provide technical product support to importers via DISS Monitor Level 2
- 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
2) 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
- If necessary, 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
3) 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
4) 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
5) Technology Advancement:
- Work continuously to future-proof technology advancement, innovate and promote advanced diagnostic/repair solutions to all importers
6) Technical Problem Investigation
- Investigate technical problems and provide technical product support to importers
- Monitor product quality performance and report deviations to Audi AG
7) DISS Management
- Manage DISS for Conventional engines and transmissions topics, providing high-level support for the APAC region
- Monitor the progress of DISS cases and ensure follow-up until each case is resolved
8) Field Monitoring and Problem Elimination Process
- Analyse monthly warranty and Tableau/AQUA/SQA reports to identify new technical problems in the region
- Initiate affected markets to kick off problem 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
9) Product Support Coordination
- Arrange video conferences with regional importers for product support discussions and escalation meeting preparation, 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
10) Market Liaison 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 the development of importer performance KPI (STLI) for mentored markets, coordinate coaching as needed
11) Performance Review and Training
- Support relevant markets with performance reviews of KPIs and data analysis
- Identify product support competence at the importer level and coordinate necessary coaching
- Provide high-level trainings to enhance competence levels at identified importers
Job Requirements:
- Degree/Professional level in Technical disciple or equivalent
- With at least 8 years relevant experience in, Automotive Engineer or Automotive Technician/Electrician with Group Brands advantage
- Basic budget tracking and control
- Experience in timely, accurate diagnosis & logical problem solving methodologies
- Experience of working to challenge targets and tight deadline under pressure
- Customer service orientated ethos and proven track record of excellent customer satisfaction
- Self-motivated and driven to achieve targets and deadlines
- Good communication and presentation skills with adequate experience in steering and managing multicultural markets
- Good knowledge of MS Office, SAP systems, VW group systems
- Knowledge in foreign language; German, to communicate with HQ colleagues
- Require to travel internationally
Please note that only shortlisted candidate(s) will be notified.
