Field Technical Specialist

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.

• 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.

• High School Diploma (or higher)
• Demonstrated experience in automotive industry dealership operations
• Toyota/Lexus Dealership experience
• Detailed knowledge of automotive technology (Toyota and/or Lexus)
• Automotive Service Excellence (ASE) certified Master technician.
• Ability to understand, coach and train technicians
• Proficiency in Microsoft Office programs (Word, Excel, PowerPoint and Outlook)
• Ability to travel up to 80% locally.

• Associates degree (or higher) in automotive technology, automotive vocational education or relative degree program
• Minimum of five years of recent Toyota/Lexus Dealership experience
• Toyota/Lexus Master or Master Diagnostic Technician certification

• A work environment built on teamwork, flexibility and respect.
• Professional growth and development programs to help advance your career, as well as tuition reimbursement.
• Vehicle purchase & lease programs.
• Comprehensive health care and wellness plans for your entire family.
• Flextime and virtual work options (if applicable).
• Toyota 401(k) Savings Plan featuring a company match, as well as an annual retirement contribution from Toyota regardless of whether you contribute.
• Paid holidays and paid time off.
• Referral services related to prenatal services, adoption, childcare, schools and more.
• Flexible spending accounts.
• Relocation assistance (if applicable).