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.
Job Description
The Lexus Western Area 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.
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What you'll be doing:
- Enforce 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 their 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.
- Manage and direct Lexus service personnel to improve customer satisfaction, safety and dealership profitability.
- Authenticate guidance given to dealer personnel during escalated TAS cases or events where FTS is directly involved via the Vehicle Contact Reporting (VCR) process.
- Promote 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 Lexus 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 Lexus's 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 CEC contacts relating to customer safety and product concerns
- Field Technical Reporting Responsibilities
- On an assigned/escalated case, depending on the outcome:
- Stimulate/assist dealership personnel in case resolution
- Submit timely, thorough and accurate Field Technical Reports (FTR) on issues requiring a high level of attention/investigation.
- Work with DSPM and/or dealership personnel regarding SSC procedure follow-up including QSCPR activities, random parts/vehicle inspections and ancillary part activities
- Manage dealer technician Dealership Product Reports (DPR), targeting development and submission of identified quality concerns.
- Submit timely and accurate responses to Field Technical Report incident (FTRi) requests.
- Training Responsibilities
- Technical training for dealership technicians is the responsibility of the Product Quality & Service Support Technical Training Department, however FTSs are required to support training and assist in understanding for:
- Specific issues such as unique SSC service practices including specific hands-on recall training and recall process certification, GTS+, and Technical Information System functions.
- As determined by the TSTM, assist STS/DSPM and review dealerships current technician training
- Consult with technicians to meet training requirements
- Counsel with Service Department Management on future technician training needs and Skill Level Guideline (SLG) accomplishments
- Develop a training plan for each dealer, maintain and update the training plan/request list.
- Provide in-dealership hands on training for new "in vehicle" technology.
- Facilitate in dealer shop meetings to promote repair quality and Fix-It-Right performance
- Additional Technical Activities
- Provide technical support to DSPM for goodwill authorization, warranty activities which would include parts inspections, repair order reviews and additional time requests.
- Enforce dealer minimum guidelines for shop equipment and SST's.
- Ensure the Service Manager is completing and providing the Vehicle Inspection Request, if required by Region/Area, for all requests for assistance.
- Support New Model Launch activities as requested by Region/Area Management
- Support Diagnostic Specialist meetings and recognition programs.
- Support T-Ten regional schools.
- Mentoring of new DSPM and regional technical team members
What you bring:
- 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)
- Ability to understand, coach and train technicians
- Proficiency in Microsoft Office programs (Word, Excel, PowerPoint and Outlook)
- Ability to travel up to 80%.
Added bonus, if you have:
- Associate's degree (or higher) in automotive technology, automotive vocational education or relative degree program
- Minimum of five years of recent Toyota/Lexus Dealership experience
- Excellent mechanical/diagnostic ability or equivalent to a Lexus Diagnostic Specialist
What we'll bring
During your interview process, our team can fill you in on all the details of our industry-leading benefits and career development opportunities. A few highlights include:
- 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).
The annual base salary range for this position is $97,900.00 - $159,100.00.
Belonging at Toyota
Our success begins and ends with our people. We embrace diverse perspectives and value unique human experiences. Respect for all is our North Star. Toyota is proud to have 10+ different Business Partnering Groups across 100 different North American chapter locations that support team members' efforts to dream, do and grow without questioning that they belong. As a company that has been one of DiversityInc's Top 50 Companies for Diversity and a member of The Billion Dollar Roundtable supporting minority and woman-owned suppliers for over 10 years, we are proud to be an equal opportunity employer that celebrates the diversity of the communities where we live and do business.
Applicants for our positions are considered without regard to race, ethnicity, national origin, sex, sexual orientation, gender identity or expression, age, disability, religion, military or veteran status, or any other characteristics protected by law.
Have a question, need assistance with your application or do you require any special accommodations? Please send an email to talent.acquisition@toyota.com.