Automotive Technical Specialist, Claim Resolutions - Hybrid

OPENLANE•Brampton, ON

12d•Hybrid

About The Position

At OPENLANE, we make wholesale easy for our customers by building the world's most advanced digital marketplace for used vehicles and providing data-driven insights. We are a technology and innovation company driven by values such as pursuing challenges, relentless curiosity, smart risk-taking, and fearless ownership. We are seeking an Automotive Technical Specialist for our Claim Resolutions team. This role is designed for a professional with a strong background in hands-on automotive diagnostics and customer relations, acting as a bridge between technical vehicle assessment and fair dispute resolution in a corporate environment. As a key member of the Arbitration team, you will be responsible for investigating and resolving claims by grounding your decisions in the physical facts of a vehicle's condition. This position empowers you to use your diagnostic acumen and service experience to make sound, evidence-based judgments.

Requirements

Minimum of 2 years of hands-on experience in the automotive industry (e.g., Service Technician, Service Advisor, Damage Estimator, Body Shop), demonstrating a solid, practical understanding of vehicle mechanics and repair.
Outstanding customer service orientation with excellent communication abilities, capable of de-escalating conflict and managing customer expectations.
A positive attitude, exceptional follow-up skills, basic computer literacy, and a strong commitment to teamwork.
Superior conflict resolution, negotiation, and communication skills (both written and verbal).
Proficiency in utilizing CRM software to effectively manage customer interactions and maintain accurate records.
Technically Proficient: ability to analyze inspection reports, photos, and customer descriptions to identify mechanical or cosmetic issues and understand their implications.
Customer Focused: skilled communicator who can translate complex technical issues into clear, understandable terms for both buyers and sellers, ensuring a fair and transparent process for all parties on the OPENLANE marketplace.
Analytical: methodically review complex cases, leveraging technical knowledge and adherence to policy to find fair and logical solutions for customers.
Fair: using sound judgment and information from cross-functional teams, navigate disputes to present unbiased and technically sound case resolutions.

Nice To Haves

Ability to analyze a process and suggest/develop improvements.
Experience using Google Suite offerings and Slack.
Bilingual in English and French.

Responsibilities

Apply your diagnostic acumen to verify vehicle condition data from inspection reports, confirming accuracy and identifying potential discrepancies.
Investigate and resolve customer arbitration claims by serving as a neutral technical expert.
Maintain proactive and clear communication with customers, ensuring they understand the technical basis for resolutions.
Educate customers and internal teams on best practices and reasonable expectations regarding vehicle condition, repairs, and reconditioning.
Translate customer descriptions of issues into technical assessments, clarifying mechanical, cosmetic, or title-related concerns.
Understand and resolve issues with regards to vehicle registration, liens, and odometer disputes.
Utilize analytics to identify trends and opportunities for enhancing customer experience and productivity.
Mediate disputes and negotiate repairs or pricing to reach mutually agreeable solutions, ensuring customer satisfaction and buyer retention.
Collaborate with inspection and quality control teams to provide feedback and manage policy and goodwill loss effectively.
Stay up to date on evolving arbitration policies and best practices through relative legislation for various provinces across Canada.

Benefits

Competitive pay
Medical, dental, and vision benefits with employer HSA contributions (US) and FSA options (US)
Immediately vested 401K (US) or RRSP (Canada) with company match
Paid Vacation, Personal, and Sick Time
Paid maternity and paternity leave (US)
Employer-paid short-term disability, long-term disability, life insurance, and AD&D (US)
Robust Employee Assistance Program
Employer paid Leap into Service Day to volunteer
Tuition Reimbursement for eligible programs
Opportunities to expand your skill set and share your knowledge across a publicly traded, global organization
Company culture of internal promotions, diverse career paths, and meaningful advancement