Product Support Engineer

Role Summary Product Support Engineer is the primary quality liaison group between the VW Factories and Volkswagen of America. The primary role of the Product Support Engineer position is to monitor and report vehicle quality concerns to the Factories/Dealers using Warranty data, JD Power results, and information from the Technician Helpline/Field Quality colleagues. Once reported, it is the engineer’s responsibility to track topics to final resolution. Additional responsibilities include writing technical bulletins and tracking/managing failed parts from the Field. Role Responsibilities Failure Resolution Process (FAP) – 60% Monitors Field warranty data, filters, organizes, prioritizes, and selects technical topics for follow-up. Reviews top warranty, long term quality, early warning and tow-in concerns to identify problems and investigate customer complaints, workshop findings, repairs performed and research all other potential possibilities surrounding issues. Reports market/product concerns in technical detail with pre-analysis in the FAP process. Monitors the effectiveness of service solutions and Factory corrective actions introduced into production and service repairs. Attends Factory meetings and topic escalation meetings. Conducts follow-up on claimed parts analysis results so FAP documents are updated appropriately. Updates problem tracking lists timely and accurately. Develops technical and non-technical approaches to address Dealer issues. Claim Parts from the Field - 20% Performs preliminary analysis on warranty returned parts with the Quality Analysis team; ships sample parts to the appropriate Factories and/or suppliers. Ensures claimed parts pertaining to responsible PIDs (Part IDs) are available. Maintains and updates part submission lists on a regular basis. Checks and inspects incoming parts from Field claims. Scraps parts and deletes from submission list when necessary. Technical Support – 20% Provides technical support to other VWoA departments like technical Field personnel, Technician Helpline, Parts department, Customer Service, and Compliance/TREAD. Provides diagnosis and service solution information to the Technician Helpline and drafts Technical Bulletins for the Field organization. Resolves unscheduled and unplanned technical issues. Qualifications Years of Experience: 5 - 7 years technical automotive experience Education - Required: Bachelor of Science in Automotive Technology, Management, or equivalent experience Master's Degree in Business Administration or related discipline Skills: Analytical skills Conceptual thinking skills Integration - joining people, processes or systems Influencing and negotiation skills Resource management Specialized Skills - Required: Computer savvy; strong Microsoft Office skills Understanding of automotive systems/concepts/components Strong written and oral communication skills; Ability to understand and communicate trends in large amounts of data VW/Audi technical product knowledge/experience Proficient in French Language Work Flexibility Domestic and international travel required – approximately 10% Volkswagen Group of America is an Equal Opportunity Employer. We welcome and encourage applicants from all backgrounds, and do not discriminate based on race, sex, age, disability, sexual orientation, national origin, religion, color, gender identity/expression, marital status, veteran status, or any other characteristics protected by applicable laws. This role description is a guideline and does not create contractual rights between the Company and any of its applicants. The Company does not enter into any type of employment contract, implied or written, with its applicants regarding job security. This Organization participates in E-Verify. We maintain a drug free workplace and perform pre-employment substance abuse testing. Job ID: 18532 Company: Volkswagen Group of America, Inc. Location: Auburn Hills, MI, US, 48326 Department: Quality Working Model: Full-time Contract Type: Unlimited Remote Working: According to company policy Posting Date: May 22, 2026 #J-18808-Ljbffr