Automotive Specialist

TekWissen•Auburn Hills, MI

3d•Onsite

About The Position

TekWissen is recruiting an Automotive Specialist contractor to support the STAR (Strategic Technical Assistance Resource) Center. STAR Agents assist dealers in resolving automotive product concerns by identifying issues, providing accurate technical assistance and guidance, and following each ticket through successful resolution. The role relies on call center experience, customer service, problem-solving, and attention to detail to support a positive customer experience and vehicle ownership experience. This is an onsite position in Auburn Hills, Michigan, open to candidates in the surrounding area. The assignment is listed as 12+ months. 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, or Saturday from 9:00 a.m. to 6:00 p.m.; shifts may vary.

Requirements

High school diploma or GED equivalent.
At least one of the following: 1–2 years of hands-on automotive repair experience, a bachelor's degree, or a technical trade school certificate in automotive internship or similar experience.
Obtain Automotive Service Excellence (ASE) Certification within the first six months of employment.
Knowledge of diagnostics and repair tools and dealer information software.
Intermediate computer skills, including Microsoft Word and keyboarding proficiency.
Availability to work an eight-hour shift within the stated weekday or Saturday coverage hours.

Nice To Haves

1–2 years of experience with electrification technologies, including BEV, PHEV, or hybrid vehicles.
Strong understanding of advanced diagnostic processes and automotive systems.
Excellent communication and problem-solving skills for technical support environments.

Responsibilities

Respond to inbound calls and tickets from the dealer network, providing automotive technical diagnostic directions to dealer technicians.
Resolve automotive concerns using the defined six-step diagnostic process.
Provide technical support to group members, Quality, Engineering, and Technical Advisors as requested.
Communicate product issues to Quality, Engineering, and Technical Advisors as requested.
Use available tools to provide information, data, and direction.
Research databases for relevant automotive product and repair information.
Obtain North America product information and updates from liaison representatives or databases.
Follow up on existing tickets and close them once a resolution is reached.
Maintain high 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.