Position Title VPC Quality Sign Off and Technical Support Engineer
Direct Reports to Workshop Support Senior Manager
Functional Reports to Workshop Support
Department CS - Technical Service
Key Responsibilities
• Provide daily technical support and maintain agreed service levels via VR (vehicle report) for all sites
• Provide direction and advice to all Volvo VPC sites via Report, Phone and other channels.
• Manage VPC sites in the respective support area by technical side. Communicate with Volvo sales company technical team, Attend Technical meeting to increase their diagnose skills to the technical aspect.
• Quality sign off for all PDI, repaired and quality action vehicles, make sure they can reach new car delivery standard.
• Provide Accessories support to VPC sites.
• Maintain VRs from assigned areas according to policy & guidelines;
• Provide technical support for vehicle quality issues, service operations and marketing activities;
• Follow up and provide assistance with customer complaints from CCM, escalate case to level 2 support when required.
• Identify and define product deviations, and provide sufficient feedback for product improvement purpose;
• Implement service solutions and address potential discrepancies;
• Responsible to organize / support meetings within job scope;
• Initiate, execute and follow up activities as required to ensure that key responsibilities are meet;
• Provide on-site support or investigation when needed.
Key Performance Measurement • 95% Support needed VR is responded in 2 working hours;
• 95% Pre-Check VR is responded in 2 working hours & make sure the solution that technician made is correct.
• Quality Sign off within the same day after PDI, Repair, Quality Action.
• 75% of VR Support Needed provide solution in 5 calendar days;
• Sales and Dealers Satisfaction > 90%.
Education
• Bachelor degree;
• Automotive Engineering or other relevant subjects.
Experience • Auto Industry Experience 5 years
• Auto Repair / Technical Support related work for at least 3 years
Ability/Skills/Personalities
• Auto Repair Skill: Vehicle diagnosis logic and analysis
• English Skill: Verbal and written.
• PC Skill: Good with: Words, XLS, PPT and WEB based applications.
• Communication Skill: Willing to initiate communications and able to express and accept opinions in a professional way.
Travel Rate • 10%