Specialist, Field Technical

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Job description

SUMMARY

The Field Technical Specialist under the leadership of the Senior Manager, Service Support

will support the process to exceed customers' expectations by developing proactive partnerships with the dealers that create enhanced buying and service experiences for customers. The Field Technical Specialist responsibilities will include (1) provide technical support, to include assistance to customers, dealers, TMNA and other GST groups or associated entities. (2) Provide a proactive technical assistance reporting process that enables GST and dealers to identify and correct areas that negatively affect the dealer's ability to diagnose and repair vehicles right the first time. (3) Gather technical information for GST and TMNA technical reporting; includes technical reporting (dealers and GST), product problem identification, technical video conferences and support of TMC/TMNA/GST initiatives. (4) Assist in manual parts allocation system. (5) Foster and promote the use of Technical Information System (TIS) and the TAS System.

ESSENTIAL FUNCTIONS

• Reliable, consistent attendance is a requirement. This position requires you to be punctual and dependable in order to meet the needs of the business; including attending and participating in meetings and presentations.
• Fulfill technical support needs to assigned districts in a courteous, positive and timely manner.
• Assist in implementing technical support action plans and programs to assigned Area/Districts.
• Provide technical assistance and then address the root cause that generated the support need.
• Assist in programs that address the base reasons for technical support requests.
• Coordinate all technical service actions with dealers, TMC, TMNA, GST and associated entities.
• Coordinate technical and customer support to the Customer Relations group. To include vehicle diagnosis and repair, arbitration/legal support, vehicle inspections, and other related activities.
• Administer goodwill process for customers and Customer Experience Center.
• Support factory design and process improvement through failure analysis and technical reporting which qualifies and quantifies existing and emerging product concerns or product content/characteristics that do not meet customer expectations.
• Provide accurate and timely reports to GST and TMNA management.
• Coordinate Technical Service Support/Training meetings for dealers.
• Fully coordinate and communicate technical information and activities with dealers, GST and TMNA.
• Coordinate LIO/DIO technical inspections, diagnostics, resource material review and quality assurance.
• Support the Technical Information System (TIS).

QUALIFICATIONS

Bachelor's degree from an accredited four-year college or university; plus 5 to 8 years related experience and/or training; or equivalent combination of education and experience.

• Demonstrate leadership, team building, action planning, and coordination skills.
• Is able to promote, coordinate, and support change.
• Is customer and dealer focused; assist dealers to exceed customer expectations.
• Is able to communicate effectively- orally and in writing.
• Demonstrate problem solving and decision making skills.
• Understand GST and TMNA legal and financial liabilities.
• Demonstrate excellent technical analysis and diagnostic skills.
• Ability to build relationships with dealer personnel at all levels

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

(For optimum performance, the jobholder in this position would be expected to demonstrate appropriate knowledge, skills, and abilities in the listed areas.)

COMPETENCIES

For optimal performance, the jobholder in this position would be expected to perform with a sense of urgency while applying the appropriate knowledge, skills, and abilities listed in these areas.

• Business Insight
• Customer Focus
• Manages Complexity
• Action Oriented
• Plans and Aligns
• Drives Results
• Ensures Accountability
• Collaborates
• Interpersonal Savvy
• Communicates Effectively
• Organizational Savvy
• Self-Development
• Demonstrates Self Awareness
• Nimble Learning
• Being Resilient

CERTIFICATES, LICENSES AND REGISTRATIONS

ASE certified as a Master Technician and L1 Certification, required

Toyota Technician Certification required

Valid driver's license required

PHYSICAL REQUIREMENTS

The physical requirements described here are representative of those that must be met by an associate to successfully perform the essential functions of the job. While performing the duties of the job, the associate is required on a daily basis to analyze and interpret data, communicate, and remain in a stationary position for a significant amount of the work day; and frequently access, input, and retrieve information from the computer and other office productivity devices. The associate is regularly required to move about the office and around the corporate campus. The associate is frequently required to travel to other sites, including out-of-state, where applicable, for business purposes. A large amount of this travel involves driving a company vehicle. The associate must frequently move up to 25 pounds and occasionally move up to 100 pounds.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. The job requires significant domestic travel (up to 50% of the time). As a result, the duties for this position occur in various places including, but not limited to an office environment, car dealerships, and semi-industrial settings. The associate will regularly be exposed to wet and/or humid conditions, areas in which moving mechanical parts, fumes, toxic or caustic chemicals are present, and outside weather conditions. The noise level for this position will vary and the associate may be exposed to loud noise levels.

TOTAL REWARDS

Our Total Rewards package is an integral part of how we recognize our associates' contributions as well as attract, retain and reward the most qualified employees. We are committed to providing a fair and competitive compensation structure that includes base pay and performance based rewards, where applicable. Compensation is based on various factors including, but not limited to, skill set, experience, qualifications and job-related requirements. Our benefits include medical, dental, and vision along with wellness programs, retirement plans, paid leave and much more! To learn more about these programs and many more, take a tour of our Benefits Page

We are seeking candidates who are legally authorized to work in the United States, without Sponsorship.

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