Field Technical Specialist

Field Technical Specialist

The Field Technical Specialist (FTS) must be client focused, working in conjunction with the District Parts and Service Manager (DPSM) and Techline to support buyback prevention and improve dealer Fixed on First Visit performance. The FTS will be directly responsible for on-site inspection, diagnosis, and the repair of difficult to diagnose/repair vehicles. The FTS will determine the nature and scope of the problem, conduct reviews of service processes and equipment, identify the technicians that can benefit from additional training by analyzing performance gaps, and document the findings. The FTS is expected to analyze the situation, determine the source of the problem, and recommend corrective actions.

Key Accountabilities:

• Reduce vehicle buybacks and trade-outs: 10% reduction over previous fiscal year
• Provide in-dealer technical assistance. Fix > 90% of vehicles on the first visit
• In-dealership Fix on First Visit Assessments to support Zone CSE performance: Assess dealer readiness level to complete repairs on the first visit. Assessments will include, but not limited to, dealer Special Tool availability, Technician training, Technician Diagnostic Process adherence, Multi-point processes, Express Service processes, work distribution (dispatch) effectiveness, Quality Control processes, CSE Survey responses (negative FFV) review to determine root cause of failure, and Service Information System usage/understanding
• Administrative duties: Document daily activities and provide feedback to DPSM and Zone. Create FTS cases for all vehicle repairs in accordance with TREAD reporting requirements and buyback review reports when necessary. Create Field Quality Reports when appropriate
• Special Projects: Test tools and provide feedback. Inventory special tools when necessary. Support service engineering data collection activities. Provide technical support for arbitration hearings.
• Professional Development: Attend training for new models, current issues, and new technology. Attend Techline meetings by phone to stay up to date on current issues and service actions

Qualifications, Experience, and Skills:

• Minimum Educational Qualifications Automotive technical school or 8 years on-the-job experience
• Automotive training: must be ASE certified or equivalent experience and possess extensive troubleshooting skills
• Minimum Experience Extensive automotive technical experience required
• Other Job-Specific Skills Requires excellent interpersonal, verbal, and written communication skills.
• Position requires extensive travel and may require relocation

Job Dimensions:

• Determines service department FFV deficiencies. Develops dealer FFV Action Plans and works with DPSM to implement.
• Analyzes dealer repair attempts to determine why they were not able to repair the vehicle and recommend dealer solutions.
• Determines cause of prior ineffective repairs: Provide feedback to DPSM and Zone
• Will need to regularly assess and prioritize FTS requests to address highest priority first

Honda is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, veteran status, or any other protected factor.