1. Key Roles and Responsibilities of Position (List no more than 6 key roles and responsibilities for position)

• Identify emerging customer technical concerns using Global Customer Quality Indicator System (GCQIS) and the Concern Monitoring Team (CMT) process

• Monitor and track these Concerns and drive resolution and closure in line with global metric targets

• Develop strong relationships with Product Development and Plant Vehicle Team engineers / Subject Matter Experts and support them as they work to resolve product concerns

• Assist engineering with validating Customer focused, Dealer appropriate, cost effective service fixes

• Provide support to Service Engineering Organization (SEO), Current & Past Service Engineering team, Plant Vehicle Team (PVT), Quality Office and others on their use of GCQIS

• Work with engineering and local Market SEO to utilize the CMT / QSF process to facilitate lower warranty costs and improved customer satisfaction

• Support the IMG Technical Hotline and the markets’ Field Service Engineers (FSE) sharing timely concern resolution and technical knowledge

• Own the process of coordinating accurate and timely Dealer communications (Technical Service Bulletins - TSB, Special Service Messages - SSM and other documents as required) in accordance with the Global Authoring Standard

• Coordinate the sharing of service fix information to the applicable IMG markets

• Support weekly Concern Monitoring Team (CMT) meetings and attend weekly Product Development Quality Review (PDQR), Functional Quality Review (FQR), Field Service Quality Review (FSQR) meetings

Qualifications Required:

Tertiary qualification in Engineering (Aerospace, Automotive, Mechanical, Mechatronics, Electrical or similar) and have strong technical competency in the Automotive sector. Alternatively, applicants with an Accredited Automotive Trade Qualification and significant industry experience may also be considered.

In addition to the Qualifications Required below, it is expected the applicant will have

• 3 to 5 years’ workplace experience within the Automotive Industry (Manufacturing, Product Development or Service)

• Extensive knowledge of vehicle systems

• Proven communication and presentation skills (written and verbal)

• Time management and planning skills

• Good MS Office skills, particularly PowerPoint and Excel

• Understanding of Analytical Warranty System

• Team player

• Display a passion for the automotive industry and a drive for results