Repair Service Technical Writer

Purpose of Position:

The Technical Writer is part of the Technical Safety & Regulatory Compliance organization and is responsible for research, preparation and documentation of all information necessary to release safety/non-compliance and emissions/environmental recalls to both dealers and vehicle owners.

The Technical Writer coordinates with Investigations, Campaign Administration & Execution and Technical Service teams.  Scope includes Chrysler, Jeep, Dodge, and Ram vehicles worldwide, as well as Alfa Romeo and Fiat branded vehicles sold in North America.

Job Description:

• Research existing service procedures and work with Technical Service Organization to define the most efficient methods to perform a recall repair.
• Development and delivery of advanced communications and repair instructions for dealers.
• Development of owner notification letters, including the review and delivery to the mailing provider.
• Management of timing of communications and workload in coordination with the Campaign Administration Lead and Campaign Responsible (Program Manager) to meet regulatory and internal requirements.
• Coordinate and oversee the time study to verify accuracy of the recall repair procedure, ensure that the required parts package is in accordance with the bill of materials, the service procedures are aligned with the recall repair, and the parts fit the vehicle as intended.
• Verify new and existing special tools required for the recall repair procedure and coordinate usage of unique tools that may be required.
• Respond to service questions relating to previously launched recalls by providing technical and diagnostic support to zone Technical Advisers and STAR Center dealer technical support personnel.
• Deliver the documentation to TechCONNECT and communicate recall launch status to appropriate internal corporate personnel and external field personnel.
• Develops, documents, and continuously improves recall execution processes and standard work.

Basic Qualifications:

• A Bachelor’s Degree in Business, Automotive Technology or other Technical degree from an accredited university
• Certification by National Institute of Automotive Service Excellence (ASE) in some or all areas of automotive repair
• A minimum of 5 years experience in service or engineering support roles
• Thorough understanding of automotive systems (suspension, brakes, electrical, powertrain, etc.) and general service repair procedures
• Results-oriented with a track record of delivering in the presence of obstacles and sensitive topics (including litigation as applicable)
• Sets high expectations for self and others and drives accountability to meet commitments
• Excellent written and verbal communication skills with the ability to communicate effectively with management, engineering, internal and external stakeholders while building and maintaining positive relationships
• High energy; able to work effectively in a high-pressure environment and manage multiple priorities
• Proficient in Microsoft suite of products

Preferred Qualifications:

• Ability to analyze and understand root cause, scope and consequence of vehicle issues
• Diagnostic skills in technical subjects required for field support
• Experience within Stellantis Engineering, Quality, Technical Service Operations, or Manufacturing
• Understanding of NHTSA, EPA and CARB government regulations