Automotive Technical Service Support Specialist

Cynet Systems•Columbus, OH

About The Position

Provides technical support for less complex service-related issues, including warranty and non-warranty repair events. The role develops and directs repair plans, documents diagnostic and repair actions, and escalates complex requests to the appropriate level of support. It also contributes to improvements in diagnostic support and escalation processes, maintains technical knowledge of current and new products, and promotes service capability and programs to increase sales. The position supports customers and service operations by translating complaints into troubleshooting plans, using guided workflows and specialized tools to isolate failed components, validating repairs, and maintaining clear service records. It requires working in a high-volume, fast-paced environment, processing an average of 20 tickets per day (500–600 tickets per month).

Requirements

High school diploma required.
At least 2–3 years of related experience.
Experience in automotive customer service, such as working as a dealership service advisor or in an automotive parts store.
Basic MS Office experience.
Ability to thrive in a high-volume, fast-paced environment while processing an average of 20 tickets per day (500–600 tickets per month).

Nice To Haves

Associate degree or higher.
Experience with diagnostic workflows, mechanical and electronic service tools, and computer software used to diagnose and troubleshoot automotive products.

Responsibilities

Provide diagnostic support for less complex warranty and non-warranty repair events.
Formulate and direct less complex repair plans.
Document diagnostic and repair results clearly and concisely in the appropriate database or service management system.
Escalate complex requests and technical issues to the appropriate level of support.
Assist with improving diagnostic support and escalation processes.
Maintain knowledge and technical understanding of current and new products.
Promote service capability and service programs to increase sales.
Translate customer complaints into troubleshooting plans and follow guided workflows to diagnose issues.
Validate repairs by duplicating the reported complaint and confirming it has been resolved.
Capture and verify customer, equipment, and technical information using required service tools.
Use available hardware and software tools, interpret their results, and determine next steps for service resolution.
Apply the Service Capability, Capacity and Coverage process to support capable and consistent service.
Analyze service capability metrics to identify, prioritize, and resolve service-network development opportunities.
Collaborate with others, communicate effectively with different audiences, manage complex information, focus on customer needs, learn through experimentation, and deploy resources efficiently.