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 talented team members who want to Dream. Do. Grow. with us.
To save time applying, Toyota does not offer sponsorship of job applicants for employment-based visas or any other work authorization for this position at this time.
Who we’re looking for:
Toyota Motor Sales’ CAT Region Department is looking for a highly motivated and qualified Field Technical Specialist (FTS).
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.
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.
What you’ll be doing:
Enforce Toyota 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 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 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.
What you bring:
High School Diploma (or higher)
Demonstrated experience in automotive industry dealership operations
Minimum of five years of recent Toyota/Lexus Dealership experience
Detailed knowledge of automotive technology (Toyota and/or Lexus)
Toyota/Lexus Master or Master Diagnostic Technician certification
Automotive Service Excellence (ASE) Master or Master Diagnostic Technician certification
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:
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
Team Member Vehicle Purchase Discount
Toyota Team Member Lease Vehicle Program (if applicable)
Comprehensive health care and wellness plans for your entire family
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
Tax Advantaged Accounts (Health Savings Account, Health Care FSA, Dependent Care FSA)
The annual base salary range for this position is $91,000.00 - $147,900.00.Employees (and their families) are covered by medical, dental, vision, and basic life insurance. Employees are able to enroll in our company’s 401k plan.
Belonging at Toyota
Our success begins and ends with our people. We embrace all 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.
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.
