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ASE Certified Technical Helpline Consultant

Job Title:

ASE Certified Technical Helpline Consultant


Auburn Hills, MI


Administration & Support


12 Months+

Job Description:

*****4 rotating shifts: (REQUIRED) ***** 

1st Shift: 8:00 AM -4:45 PM EST 
2nd Shift: 9:00 AM - 5:45 PM EST 
3rd Shift: 10:00 AM - 6:45 PM EST 
4th Shift: 11:00 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

Job Requirements:

Years of experience: 
• 3-5 years 

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

ASE certified Master Registered Technician is Required.

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