Technical Helpline Consultant
Previous Job
Technical Helpline Consultant
Ref No.: 18-03495
Location: Auburn Hills, Michigan
Start Date / End Date: 06/11/2018 to 12/31/2018
*****4 rotating shifts: (REQUIRED) *****

1st Shift: 8:00 AM -4:45 PM EST
2nd Shift: 9:00 AM - 5:45 PM EST
3rd Shift: 9:30 AM - 6:15 PM EST
4th Shift: 11:15 AM - 8:00 PM EST

(Saturday OT hours 9:00AM - 6:00 PM EST)

OT will not be initially offered to new contractors until they are comfortable on the phones /systems.

Role summary
• Represent customers, technicians, Dealers, & the market organization as their principle advocate addressing issues of vehicle quality, reliability, & functionality.

Role responsibilities
• Provide prompt, up-to-date technical assistance to VW Dealership personnel via a toll free telephone.
• Record, track, & research repair trends utilizing data received from dealerships as well as corporate field personnel.
• Provide repair trend data to Product Support, Publications, Training, & VW Field Personnel.
• Assist in the resolution of complex problems resulting from unusual product shortcomings which are not repairable by normal procedures at the dealership level.
• Assist in Technical Bulletin development.
• Partner with specific Product Support area of responsibility as first-level resource for Helpline.
• Dispatching and coordination for on-car verification (in agreement with Product Support)
• Resolve unscheduled & unplanned issues.

Required Education:
• A Bachelor of Science Degree in Automotive Technology or other Engineering curriculum or equivalent
• ASE certified Master Registered Technician (Highly Desired)

Years of experience:
• 3-5 years

Work flexibility (travel requirements, work schedule, etc.)
• Flexibility to work weekends, holiday, & evenings.
• Willingness to travel.

****3- Tier Interview Process****

1. Technical Test (Timed)
2. Phone Interview
3. In person interview ( will also be able to sit with a couple of consultants to understand the role)
Hours per Day 8
Hours per Week 41
Total Hours 1,197.00
Assignment Billing Classification (Prof. Work Week)
Hourly Worker - Overtime Eligible

Vacations - 8 Holidays & 6 PTO