- Promote customer satisfaction by providing direct "hands-on" support and assistance to dealer team members and technicians, diagnosing and resolving customer technical concerns, and direct customer interaction and well as consult on future repairability functions.
- Directly influence future product improvements through the submission of Field Technical Reports (FTR).
- Present and assist the District Parts and Service Managers (DPSM) with technical-related warranty questions to ensure proper warranty repairs and claim processing.
- Consult with Toyota dealers on executing Toyota warranty repair and Fix It Right the First Time (FIRFT) protocol to maximize customer loyalty and engagement.
- Manage dealership technical training activity to ensure each dealership has adequate certified technicians.
- Provide legal, manufacturing and regional support for the National Center for Dispute Settlement (NCDS) administration with technical support, including inspections and investigations and well as support the Regional Customer Relations Administrator (CRA) with Dispute Resolution (DR) activities.
- Collaborate with region adopt-a-school initiatives at the dealership level to provide recruiting support where appropriate, and assist with TTEN and TECS activities of your assigned district of dealers and schools.
- Reporting any concerns in a timely and accurate manner to the Technical Services Training Manager (TSTM)
- High School Diploma (or higher)
- Technical ability to diagnose and remedy vehicle concerns.
- Strong written and verbal communication and problem-solving skills
- Ability to coach, train, and lead dealership personnel
- Proficiency with but not limited to Office365 suite of programs (Word, Excel, PowerPoint, TEAMS and Outlook)
- Ability to travel a minimum of 80% of the time.
- Associate degree (or higher) in automotive technology, automotive vocational education, or relative degree program (i.e., completion of T-TEN or similar curriculum-based training program)
- Automotive Service Excellence (ASE) Master or Master Diagnostic Technician certification
- Five years of relevant work experience with dealership functions and dealership Fixed Operations
- Relevant or related Electrified Powertrain experience. Including but not limited to Hybrid and BEV vehicles.
- ASE F1, G1, L1, L3, L4
- A work environment built on teamwork, flexibility, and respect.
- Professional growth and development programs to help advance your career, as well as tuition reimbursement.
- Vehicle purchase & lease programs
- Comprehensive health care and wellness plans for your entire family
- Flextime and virtual work options (if applicable)
- Toyota 401(k) Savings Plan featuring a company match, as well as an annual retirement contribution from Toyota regardless of whether you contribute.
- Paid holidays and paid time off
- Referral services related to prenatal services, adoption, childcare, schools and more.
- Flexible spending accounts
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Field Technical Specialist - Portland, United States - Toyota
Description
Overview Who we are Collaborative. Respectful. A place to dream and do. These are just a few words that describe what life is like at Toyota. As one of the world's most admired brands, Toyota is growing and leading the future of mobility through innovative, high-quality solutions designed to enhance lives and delight those we serve. We're looking for diverse, talented team members who want to Dream. Do. Grow. with us.Who we're looking for:
Toyota Motor Sales' Portland Region Technical Services Department is looking for a highly motivated and qualified Field Technical Specialist (FTS).
The primary responsibility of this role is to provide highly skilled consulting and hands-on diagnostics to Toyota dealership service personnel while following Toyota's policy/business processes centering on the Fix It Right the First Time Protocol. Additionally, a key component of this role includes an ability to impact change and help drive desired workplace culture and ensure customer engagement and loyalty.
Reporting to the Technical Services & Training Manager, the Field Technical Specialist (FTS) is responsible for providing field technical assistance and product information to dealership technicians via phone and in-dealership hands-on contacts within the assigned regional district. These activities aim to improve customer satisfaction and brand loyalty, increase and enhance the Toyota ownership experience, and reduce/prevent unnecessary buybacks. The FTS is also responsible for meeting specific yearly KPIs and direct support activities required by TMNA to align Fix It Right The First Time (FIRFT) protocols. Additionally, they follow up and assist in repairing customer buyback units, potential Lemon Law vehicles, or other requested Region CR Department vehicle inspections. The role involves collaborating and gathering technical information for submission to TMNA via Field Technical Reports (FTRs) and monitoring Technical Assistance (TAS) cases for assigned regional district dealerships. Managing the dealership technical training functions for the assigned district dealerships is part of their responsibilities, ensuring appropriate technicians are enrolled in classes necessary for each dealership to achieve Skill Level Guidelines (SLG). Furthermore, they support the TMNA Quality division by evaluating and confirming the effectiveness of "field fixes" through study teams when requested and through "Go and See" activities. Additionally, the FTS aids regional staff and field teams related to technical assistance and product quality.
What you'll be doing:
What you bring:
Added bonus:
What We'll Bring
During your interview process, our team can fill you in on all the details of our industry-leading benefits and career development opportunities. A few highlights include:
Belonging at Toyota
Our success begins and ends with our people. We embrace diverse perspectives and value unique human experiences. Respect for all is our North Star. Toyota is proud to have 10+ different Business Partnering Groups across 100 different North American chapter locations that support team members' efforts to dream, do and grow without questioning that they belong. As a company that has been one of DiversityInc's Top 50 Companies for Diversity and a member of The Billion Dollar Roundtable supporting minority and woman-owned suppliers for over 10 years, we are proud to be an equal opportunity employer that celebrates the diversity of the communities where we live and do business.
Applicants for our positions are considered without regard to race, ethnicity, national origin, sex, sexual orientation, gender identity or expression, age, disability, religion, military or veteran status, or any other characteristics protected by law.
Have a question, need assistance with your application or do you require any special accommodations? Please send an email to
