Bilingual Technical Support Consultant (Laval/Ajax)


Bilingual Technical Support Consultant (Laval/Ajax) - GRO000909Primary Location: Canada-Ontario-AjaxDescription Drive your Career! We love our cars, but it’s the people behind them who make them what they are. To build, market, and sell great cars, we need great people. That’s why at Volkswagen Group Canada, we are passionate about our cars and our brands and foster this same passion and drive in our people. We know that the right people in the right positions can do incredible things, and we love making that happen. We are looking for a Bilingual Technical Support Consultant to join our Group After Sales team in Laval, QC or Ajax, ON This position is responsible for providing efficient and effective technical direction for the Volkswagen and Audi Dealer Network. As a technical specialist your primary responsibility is to assist the Dealership network with comprehensive and timely technical guidance whenever such support is requested. This effectiveness of your support has a direct impact on Dealership and Customer satisfaction as the Technical Assistance Centre is the first point of escalation by a Dealership when Technicians are in need of Technical assistance. Additionally, It is also your responsibility to escalate, within a defined time based process, unresolved cases to the field staff (ATM) as well as the escalation of quality topics to Product Support team. Effectiveness of this role also impacts warranty costs by preventing unnecessary repairs and minimizing car down times that may result in customers being placed into service loaner vehicles Primary Responsibilities: Participate in continued education to remain up to date on current technology. Monitor and respond to incoming technical inquiries from Dealership network. Responses to Dealership inquiries are to be performed within the assigned KPI. Provide prompt, up-to-date technical repair support direction to Dealership technical staff. All suggested repairs, and /or support, details must be documented within the Technical Assistance System (ATA/VTA) as matter of record. Hourly/Daily monitoring and updates of all open TAC tickets where repair solutions had previously been provided to assure that the repair was successful. Closure of ticket to be completed upon successful repair. Assure that Dealership staff are following the prescribed repair methodology including the use of special tools and or systems as outlined in the Repair Manual, Technical Bulletin, and Updates as instructed by Volkswagen Group Canada. Provide the Product Support Specialists with required data for reporting and monitoring. Support the Product Support team and Technical Field team, as required. Escalate alleged MOI/SIC cases to Technical Assistance Centre Team Lead for reporting purposes. Escalate VTA/ATA tickets to ATM's that require their assistance (vehicle down, monitoring, waiting on parts etc.) as per the escalation process. Support the semi-annual Technical Forum. This may include presenting. Support Management with CR related cases as needed. Supervisory work: Dealer's usage of standardized repair process and systems. Qualifications What we’re asking for: Technical Diploma: Canadian Journeyman Certification in Automotive Repair with Inter-provincial Seal and/or Community College Certificate Program in Automotive Technology or equivalent 3-5 years of experience in the technical field of the automobile repair and service at dealer level automotive diagnostics Problem solving Analytical thinking: using logic and reason Communication skills: interpersonal, presentation and written Proven automotive analytic/diagnostic experience Volkswagen Group technical knowledge Bilingual French and English required Integration: joining people, processes or systems Strong written skills Experience in Volkswagen Group repair techniques is considered an asset Strong computer skills in Word/Excel/PowerPoint is considered an asset What you’ll get in return: A flexible, collaborative, dynamic, and fast-paced work environment with an award-winning employer Many opportunities for personal and professional development Opportunities to participate in exciting company events that give back to the community You and your family get amazing rates on our cars Competitive employer paid benefits, pension and compensation package And much, much more **Please note that we appreciate the interest of all candidates, however only those under consideration will be contacted. Additional information: Volkswagen Group Canada and Audi Canada are committed to providing accommodations for people with disabilities during all phases of the hiring process including the application process. If you require an accommodation because of a disability, we will work with you to meet your needs. Applicants need to make their needs known in advance. If you are selected for an interview and require an accommodation, you are encouraged to advise the Recruiter who will consult with you to determine an appropriate accommodation. Volkswagen Group Canada Inc. is committed to the health, safety, and well-being of our employees. Effective November 8, 2021, Volkswagen Group Canada Inc. will require all new employees to be fully vaccinated (with the number of doses recommended by public health guidance) against COVID-19. New employees will be required to provide proof of vaccination or entitlement to an exemption. If you are entitled to an exemption (as determined by Volkswagen Group Canada Inc.) then you will be required to follow the company’s applicable protocol for unvaccinated workers. Volkswagen Group Canada Inc. is also committed to working with and providing reasonable accommodations to individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the interview process.

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