Automotive Technical Specialist

TTEC•Dearborn, MI

16h•Onsite

About The Position

The Automotive Technical Specialist role is to consistently improve and maintain a high level of professional customer satisfaction by troubleshooting and aiding in resolving technical repair issues. Follows documented protocols for first-contact resolution, escalations to second-level support, and follow-up to resolve dealer technical concerns.

Requirements

High School Diploma required
Minimum 2-3 years of customer service experience required
2 or more years of automotive technical knowledge or position-related experience required.
Minimum 1-year recent experience as an automotive technician in a powertrain or body/chassis/electrical diagnostic and repair role or equivalent training required
Strong communication, customer service, and organizational skills
Strong problem-resolution and decision-making skills
Ability to analyze repair shop diagnosis information to determine coverage eligibility
Ability to speak confidently about repair procedures
Excellent interpersonal skills
Ability to use conflict resolution and negotiation skills to resolve difficult contacts from an automotive technical perspective
Strong working knowledge of the Internet, computers, and software (MS Office products, Internet Explorer, etc.)
Flexibility and adaptability in a fast-paced environment
Ability to analyze and solve problems.
Communicate and articulate in a professional and effective manner both verbally and written.
Ability to exercise independent judgment and decision-making.
Reasoning ability and logical thinking.
A good listener with a proven ability to build relationships with all types of people.
Strong time management skills, attention to detail, and outstanding follow-up skills.
The ability to work well under pressure with tight deadlines.

Nice To Haves

Associate’s degree preferred
Diesel, Gas, Hybrid, and EV engine diagnosis and repair experience preferred
ASE, manufacturer, or state technician certifications in automotive service and/or repair preferred
Experience managing and maintaining application use preferred

Responsibilities

Initially lead in providing support resources and repair strategies to dealer service teams.
Assist dealers’ technical assistance request.
Provide real-time technical assistance to reduce the total number of claims requiring technical escalation and reduce the total number of contacts per claim.
Provide real-time technical subject matter expertise to agents and dealer.
Perform detailed claim analysis and adjudication per contract terms and contact handling processes.
Place outbound calls to dealerships regarding the status of submitted claims within client-specified timeframes.
Communicate with dealers and repair facilities in a professional, knowledgeable manner pertaining to claim adjudication and concerns if authorization will not be provided.
Properly log all dealer contacts into the appropriate contact system, to allow for an accurate historical view of contacts from the CRC.
Assist dealers via phone and email.
Walk the dealer through all facets related to the escalating technical concerns.
Escalate for additional assistance when needed. Manage dealer escalation concerns/issues.
Document processes where there are no current standards.
Maintain a positive work environment that fosters team performance; support and contributes to open communication.
Identify and report all concerns regarding the program to the appropriate Manager.
Adhere to and support all Percepta business and quality initiatives and company policies and procedures.
Attend and participate in team meetings.
Demonstrate leadership capabilities.