Title:
Quality Field Complaints Specialist
Organization: Volkswagen Group of America
Reports to: Assistant Mgr QA Projects / Field
Education: Required: Masters, Mechanics Engineering
Location: Chattanooga, TN
Contact:
CAREERS with Volkswagen Group of America
Job Description
Field monitoring, warranty trends, costs and claim rate, tow-in rates. Determine forecasts for selected topics. Ensure availability of claimed parts; maintain the “Schadenstisch” process. Ensure availability of claimed vehicles for analysis. Coordinate or perform technical analysis, participate to create proper test benches to reproduce failure. Follow-up topics in the FAP process with GQM/2; develop technical solutions. Support the “Regressierung” process with proper root cause analysis and availability of parts. Support the VTC and perform analysis of PVS vehicles. Establish the network with the engine factory for problem resolution process.
Role Responsibilities
1. Data understanding: Identify top technical concerns, investigate to determine all relevant variables and details, compile information, document and start follow-up of the topics.
2. Schadenstisch: Create submission lists, ensure availability of claimed parts. Interact with the correspondent areas for the logistics, handling and shipping of the parts.
3. Technical analysis: Coordinate or perform technical analysis of claimed parts and/or vehicles. Ensure or support the creation of test benches for reproducing the problem. Coordinate or perform technical evaluation and validation of potential technical solutions.
4. FAP and Field Support: Follow-up technical topics with GQM/2; ensure escalation if necessary until implementation of solutions for the series and for service. Create technical bulletins for the field; ensure availability of parts free of problems at the USA depots and Kassel. Use economical thinking and forecast while developing solutions for the service.
5. Front load catalog: Ensure knowledge transfer to Q-Planning and TE, to share lessons learned for next models out of the Field experience.
Job Requirements
7+ years experience •Problem solving •Creative approach for establishing technical service solutions •Economic thinking for service solutions and problem resolution process •Analytical and systemic thinking – using logic and reason, be creative •Communication skills – interpersonal, presentation and written •Conceptual thinking – creative and strategic •Integration – joining people, processes or systems •Influencing and negotiation skills
Specialized skills, knowledge or certifications unique to this role
Required:
•Strong analytical skills
•Strong problem solving skills
•Strong automotive technical background
•Strong communication skills
Desired:
•Creative skills
•VW-Wolfsburg cultural experience
•Network within VWoA S&Q
•German basic knowledge
