Product Support Front Office:

Manage technical inquiries on DISS Monitor L2, providing high-level technical support to importers within APAC region
Monitor the progress of DISS cases and ensure follow-up until each case is resolved
Monitor and assess the quality of DISS tickets received using the evaluation tool
Provide onsite/remote support to markets using telediagnosis, often requiring a direct diagnostic tool connection to the vehicle, typically using ODIS-S, iDEX, ODIS-E, or CP-Tool

Technical Problem Investigation:

Organize customer’s car with the importer for vehicle analysis
Investigate technical issues either on-site or remotely on behalf of Audi AG Quality Assurance, and/or Technical Development
Initiate, coordinate and organise advanced analysis from expert team to obtain essential measurement data for further analysis
Determine whether to distribute to the importer based on the sensitivity of data gathered
Monitor product quality performance in the region and report deviations to Audi AG

Product Support Back Office & Fault Elimination Process:

Monitor product quality performance by analysing monthly data from Tableau/AQUA/SQA,FFP & if necessary warranty reports to identify new technical problems in the region and report deviations to Audi AG and the importer
Initiate affected markets to kick off fault elimination process on newly identified problems by requesting Priority Customer Complaint (PCC) to be created
Prepare and provide relevant data for escalation meetings, business review, monthly reports

Product Support Coordination & Escalation:

Arrange meetings/conferences with importers for technical discussions
Centrally coordinate and manage technical topics by escalating/de-escalating topics within APAC region to PQF/FQK/QuK/BPD committees, where appropriate
Arrange regular meetings or telephone/video conferences with Audi AG Quality Assurance Product Support division for follow-up on PCC/FAP/KPM topics

Competency Identification and Development:

Identify product support and market competency needs in the APAC markets and find solutions to enhance market competence through coaching, development, and training
Provide high-level trainings to enhance competence levels at identified importers

Training/Qualification/Conference:

Actively organise and prepare technical training/qualification sessions eg. advanced technical service training (SoST), Resident Program, Product Support Qualification (PSQ) and Learning Online Training (LoT)
Actively organise and support conferences such as the Regional Technical Conference and global SoST

Technology Advancement:

Work continuously to future-proof technology advancement, innovate and promote advanced diagnostic/repair solutions to all importers

Market Steering and Mentorship:

Support assigned APAC markets as part of the market liaison/mentor program, providing ad hoc support that may be non-technical in nature
Monitor and review the development of importer’s KPI performance (STLI) for mentored markets, coordinate coaching and analyse reports/data as needed
Support the Process analysis function as required to identify gaps or areas of improvement with importer standards regionally and occasionally globally

Requirements:

Post-secondary qualification is desirable, with an engineering diploma or degree being advantageous but not mandatory
At least five to eight years in the car repair industry, holding positions such as Mechanic, Workshop Manager, Foreman or Service Advisor
Excellent communication and presentation skill with adequate experience in steering and managing multicultural markets
Fluent in English is required and proficiency in German is highly advantageous
Experience in moderating workshops and seminars, delivering trainings to importers globally
Self-motivatedindividual that can work with high independency, able to travel internationallyand sometimes at short notice

Product Support Manager