What are the responsibilities and job description for the Field Technical Specialist position at Toyota Motor Sales, U.S.A., Inc.?
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.
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.
The San Francisco Region is looking for an experienced Field Technical Specialist. Reporting to the Technical Services Training Manager , the FTS's objective is to improve customer satisfaction, increase ownership experience and reduce / prevent unnecessary buybacks. These activities directly contribute to long term customer satisfaction, future product sales, department goals and overall company and dealer profitability.
What you'll be doing :
- Enforce Toyota / Lexus policy / business processes for difficult to repair vehicles i.e. Fix It Right the First Time (FIRTFT)
- Accountable for the documentation and management of FTR / DPR base vehicle quality reporting systems within your assigned district.
- Administer Close Loop Case Management (CLCM) to certify all open TAS Cases are closed within the specified target
- SMART case investigation, reporting and resolution
- Collaborate with Toyota / Lexus Dealer service personnel to improve customer satisfaction, safety and dealership profitability
- Authenticate guidance given to dealer personnel during escalated Technical Assistance Support (TAS) cases or events where an FTS is directly involved via the Vehicle Contact Reporting (VCR) process
- Promote Region / Area Policies to direct dealership technical personnel to follow structured business processes assuring professional and consistent quality
- Investigate and resolve service parts quality issues that impact vehicle repair and customer satisfaction
- As needed, support and coordinate Quality Based Market Surveys, Product Investigations, Survey Team (Go-and-See), part recovery activities and provide technical support during warranty audits and reviews
- Quality confirmations, port modifications activities, railhead inspections and repairs
- Contribute and promote Toyota quality standards during the preparation for Lemon Law and Arbitration hearings to facilitate quick resolution of arbitration, dispute resolution, legal cases etc. Provide expert testimony on Toyota's / Lexus behalf during depositions, arbitrations and court hearings
- Provide guidance to dealership personnel to promote proper dialogue with customers when the vehicle does not meet the customer quality expectations
- Investigate, report and resolve Executive Office and Customer Experience Center (CEC) contacts relating to customer safety and product concerns
- Submit timely, thorough and accurate Field Technical Reports (FTRs) on issues requiring a high level of attention / investigation
- Submit timely and accurate responses to Field Technical Report incident (FTRi) requests
- Support Technical Training responsibilities to include but not limited to consulting with Dealer Management and technicians to meet training requirements, develop a training plan for each dealer, maintain and update training plan / request list, provide in-dealership hands on training for new "in vehicle" technology and facilitate in dealer shop meetings to promote repair quality and Fix-It-Right performance
- Assist in understanding for specific issues such as unique Technical Service Bulletin (TSB) and Special Service Tools (SSTs) service practices including specific hands-on recall training and recall process certification
- Support T-Ten and AYES regional schools.
What you bring :
Added bonus, if you have :
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 :
The annual base salary range for this position is $103,800.00 - $168,700.00.
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 talent.acquisition@toyota.com.
Salary : $103,800 - $168,700
