Product Support Engineer

"Vorsprung durch Technik" or, "Progress through Technology" is our company ethos and is the core belief that drives the development of every Audi vehicle. It inspires the innovative solutions, revolutionary engineering and progressive design that have become synonymous with the Audi name. And it reminds us to challenge ourselves, rewrite the rules from time to time and always fuel our pioneering spirit. The spirit that sets us apart on the racetrack and the open road. In our relentless pursuit to become the number one premium car brand in America, we need employees who share in this spirit of challenging the status quo in everything that we do.

Role Summary:

• Monitoring of product performance and quality of in use Audi vehicles for Electrical/Electronic systems
• Identification of product shortcomings based on information from all different inside and outside sources.
• Performance of technical analyses on product shortcomings.
• The formulation of recommendations to Audi AG concerning the need for countermeasures.
• Communication with Audi Dealers to support efficient and effective repair of in use Audi vehicles.
• Monitoring the effectiveness of implemented countermeasures in the field.
• Ensure successful "Technical Launch" for all new Audi models and major new systems.

Role Responsibilities:

Fault solving process - 80%

• Monitor product performance and quality of in use Audi vehicle:
• Monitor the AUDI product quality of customer vehicles in the US and identify all product shortcomings based on information from all inside & outside sources for Electrical/Electronic systems
• Determine market oriented priority lists for product shortcomings.
• Analyze and track quality issues and communicate the results of monitoring activities/pre-
  analyses to Audi AG to initiate and drive the fault solving process for proper production and
  service solutions.
• Monitor and report the effectiveness of implemented countermeasures in the field.
• Perform pre-analysis of defective parts and if necessary coordinate and prepare onsite vehicle analyses.
• Recommend service solutions to Audi AG in order to address customer satisfaction.
• Provide cross functional assistance to other groups within AoA, VWoA, Audi AG, vendors and associations.
• Support and coordinate fault solving process in close cooperation with various departments of Audi AG (Product Support counterparts, Quality Assurance, Production, Technical Development)
• Provide efficient and effective repair assistance to Audi Dealers:
• Communicate the resolutions for product shortcomings and the appropriate procedures to Dealers.
• Technical support for Technical Field Managers, Audi Technicians Helpline and Customer Experience.
• Assist in the repair of vehicles when Dealer personnel are not able to fix themselves through quality technical advice.
• New product launch support - 20%
• Support AoA/Audi AG activities (test drives, press & launch events, port & auction center investigations).
• Support all technical AoA "new vehicle" launch activities.
• Prepare presentation of Top Quality Issues for monthly Q-Circle meeting with Audi AG Top Management.

Years Relevant of Experience:

• 5-7 of experience
• Minimum 5 years of experience in automotive industry

Required Education:

• Bachelor Degree or equivalent degree in automotive engineering

Desired Education:

• Master's Degree (in Engineering)

Skills:

• Analytical and conceptual thinking - using logic and reason, creative and strategic
• Communication skills - interpersonal, presentation and written
• Computer savvy - skilled in the use of software
• Integration - joining people, processes or systems
• Influencing and negotiation skills
• Problem solving
• Resource management

Required Skills:

• Extensive technical and product knowledge
• Ability to problem solve and prioritize
• Ability to interpret and apply quantitative methodologies
• Assertiveness
• Ability to self-motivate and support others

Desired Skills:

• German language skills

Work Flexibility:

• Infrequent domestic and international (Germany) travel

Volkswagen Group of America is an Equal Opportunity Employer. We welcome and encourage applicants from all backgrounds, and do not discriminate based on race, sex, age, disability, sexual orientation, national origin, religion, color, gender identity/expression, marital status, veteran status, or any other characteristics protected by applicable laws.

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