Field Technical Manager

Tasks

Position overview

Responsible for serving as the Field Technical Manager (FTM) for Porsche Cars North America; provide field technical support for customers and Porsche Centers with emphasis on achieving complete customer loyalty. Provide expert Technical Support for Porsche Centers and PCNA. FTM is primary responsible for diagnosis and repair of difficult technical issues including diagnosis and repair of High Voltage Vehicles and High Voltage Batteries.

Roles & responsibilities

Primary responsibilities:

• Customer Assistance Handling: In conjunction with Customer Relations (CR), provide the team with case relevant information related, but not limited, to owner assistance and owner complaints to assist the customer loyalty team in determination of resolution. FTM provides expert Technical Support and input for decision-making that enables the CR department to make informed and sound business decision. FTM is actively engaged in the prevention of vehicle repurchasing requests.
• Technical Assistance: Make decisions that will allow for expedient solution to technical problems; supervise difficult or unusual repairs. Investigate product concerns as required. Provide technical expertise in the diagnosis and repair of Lemon Law/Customer Satisfaction Technical issues. Take responsibility for and ensure prompt handling of all PRMS tickets (Porsche Request Management System). FTM provides input to Manager, Technical Support for record keeping and management of the PRMS systems. FTM maintains a user account with limited access and communication of technical matters. Work closely with Quality Engineering and the internal Technical Support team to ensure resolution of technical issues at the dealership.
• Represent Porsche in Arbitration and Legal Matters: In conjunction with Customer Commitment, provide expert Technical Support to Porsche Cars North America in CAP arbitration, subrogation, and court proceedings. Maintain technical expertise and expert witness training to represent PCNA’s interests. FTM is potentially requested to work with Porsche Center personnel and Customer Relations to obtain complete information regarding the case. CAP is the primary method for the dispute resolution process where it is not mandated by consumer boards or state authorities.
• Porsche Request Management System: The FTM is required to work directly with the internal Technical Support team, Market Engineering and the Porsche Center personnel that submit tickets. Information may be conveyed to the PCNA Market Engineering Support group as to what repair was done to handle the issue. FTM is responsible for monitoring the closing of PRMS tickets after the vehicle is returned to the customer.
• Product Concerns: When a product concern is recommended for investigation, the FTM is responsible for working with the respective departments to assess how best to document the issue. Documentation is then sent back to PCNA as directed by the person requesting the investigation.
• Responsible for the proper usage of, awareness of, and compliance with Information Technology security policies at Porsche Cars North America
• Seeks to ensure proper retention of electronic documents, business confidential information, and actively demonstrates an understanding of the need to safeguard competitive information in both electronic and non-electronic formats.

Qualifications

Qualifications

Education:

• College degree in Automotive Technology, Engineering, or Business preferred.
• In lieu of a college degree, a High School diploma and equivalent years of experience is required.
• Advanced automotive or engineering coursework preferred.
• Attainment of the new CPT program certification may be required.

Experience:

• Minimum 8 years automotive technical retail/wholesale experience, 10 years preferred.
• Thorough understanding of automotive retail service operations.
• Mechanical experience and aptitude for technical knowledge of Porsche cars and/or other European High-line automotive products is preferred (certification and periodic testing in the CPT program may be required).
• Vehicle High Voltage experience with High Voltage Battery repair required.
• Arbitration and legal testimony experience helpful.

Skills:

• Demonstrated strong written and oral communication skills.
• PC proficiency. PIWIS tester I, III, & IV proficiency.
• Thorough product knowledge with the ability to give on-the-job instructions in Porsche Systems (PET, PIWIS, PCSS, etc.).
• Complete knowledge of PCNA policies and procedures
• Effective communication and interpersonal skills
• Thorough understanding of Porsche Center AfterSales functions.

Physical requirements

• This job operates partly in an office environment and partly in an automotive repair shop. This role routinely uses standard office equipment such as computers, phones, cameras, photocopiers, and filing cabinets. This position will also have work in the Porsche Center automotive repair facility. While performing the duties of this job, the employee may be exposed to fumes or airborne particles, moving mechanical parts, and vibration. The noise level in the work environment and job sites can be loud.

• While performing the duties of this job, the employee is regularly required to talk, hear, sit, stand, move, use hands to finger, handle or feel, and reach with hands and arms. The employee must occasionally climb, stoop, kneel, crouch, crawl, lift and/or move up to 35 pounds.

• Specific vision abilities required include close, color, distance, and depth perception.

• Must be able to effectively work and complete tasks in an open office/noisy environment.

Direct reports

None

At a Glance

Porsche is an equal opportunity employer and we take pride in our diversity. In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Porsche will be based on merit, qualifications and abilities. Porsche does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, pregnancy, status as a parent, national origin, age, disability, family medical history, ancestry, medical condition, genetic information, sexual orientation, gender, gender identity, gender expression, marital status, familial status, registered domestic partner status, family and medical leave status, military status, criminal conviction history, or any other characteristic protected by federal, state or local law.