Automotive Service Technician
About The Position
TekWissen is seeking contractors for an Automotive Service Technician role supporting the STAR (Strategic Technical Assistance Resource) Center. STAR Agents assist dealers in resolving automotive product concerns promptly and effectively. The role uses call center experience, customer service skills, problem-solving, and attention to detail to provide accurate technical assistance and guidance, identify issues, and follow up on tickets through successful resolution. The position focuses on resolving dealer concerns through diagnostic processes, call handling, and ticket management to support customer satisfaction and enhance the vehicle ownership experience. The assignment is temporary for 12 months, with potential extension, and is onsite in Auburn Hills, Michigan. Candidates must be available for an eight-hour shift scheduled between 8:00 a.m. and 11:00 p.m. Eastern Time, Monday through Friday, and Saturday from 9:00 a.m. to 6:00 p.m.; shifts may vary.
Requirements
- Candidates must be available to work an eight-hour shift between 8:00 a.m. and 11:00 p.m. Eastern Time, Monday through Friday, and Saturday from 9:00 a.m. to 6:00 p.m.; shifts may vary.
Responsibilities
- Respond to inbound automotive calls and tickets from the dealer network, providing technical diagnostic directions to dealer technicians.
- Resolve automotive concerns using the defined six-step diagnostic process.
- Provide technical support to group members and communicate product issues to Quality, Engineering, and Technical Advisor teams as requested.
- Provide information, data, and direction using available tools.
- Research databases for relevant automotive product and repair information.
- Obtain North American product information and updates from liaison representatives or databases.
- Follow up on existing tickets and close them once the issue is resolved.
- Maintain customer satisfaction through accurate and timely technical support.
- Document and update ticket status in compliance with resolution protocols.
- Share feedback and technical findings with internal teams to support continuous improvement.
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What This Job Offers
Education Level
No Education Listed
