Automotive Technical Support Specialist

Christian Brothers Automotive•Houston, TX

5d•Hybrid

About The Position

The Automotive Technical Support Specialist will be responsible for store-level technical support on automotive repair issues for technicians. At the core of our support model, we communicate and promote the “CBA Way”, continuous learning, and our culture. The Automotive Technical Support Specialist will assist technicians and service writers in proper diagnosis and repair procedures to facilitate a “fix it right the first time” model. This would include teaching best practices and time management while utilizing the resources available, including factory diagnostic tools, service information, and experience-based databases. The Automotive Technical Support Specialist will also be responsible for demonstrating brand standards to CBA store employees on the proper way to do the following tasks: Courtesy Inspection (using the established CBA process) Provide or Obtain Programming Support Provide or Obtain European MFG Support Access general technical support Access training resources, including video, print, online and experience-based Obtain vendor support Various duties beyond responsibilities will be required monthly, if not more often, and include: Maintaining the ticketing system database. Submitting expense reports. Preparing training materials as needed. Teaching at CBA approved conferences as needed. Representing CBA to industry associations and at events. Reviewing preferred vendor class offerings

Requirements

Highly computer proficient, including the ability to learn new software
Highly organized, efficient and agile in tasks, amidst a chaotic environment
Upbeat, fast-paced, yet able to put others at ease
Able to quickly recognize the highest priority or need and act/delegate accordingly
Can stop/start multiple tasks and pick up where they left off quickly
Articulate and professional - Excellent communication skills
Proficient in Microsoft Excel, Word, and PowerPoint
Proficient in Email, Calendar, and task tracking software
Proficient in scan tool operation, including OEM tools (Tech2, wiTECH, IDS)
Proficient in J2534 FLASH programming
Proficient in Alldata, Mitchell, Motologic, Identifix, factory OEM repair sites
A team player who fits well with our core values and corporate culture of being Neighborly, practicing Transparency, Excellence, & Joy
Accountable to the Brand, including the Franchisees, Home Office team, leadership team, and ultimately the Founder.
Experience in customer/client services
Automotive repair experience in OEM dealership and/or Independent Repair Facility
Occasionally bending, twisting, and turning.
Sitting for extended periods of time.
Occasionally lift and/or move up to 25 pounds.

Nice To Haves

Computer/IT experience is a plus
A1-8 ASE certification a plus
L1 ASE certification a plus
OEM Certification a plus
Hybrid Certification a plus
Electric Vehicle Certification a plus

Responsibilities

Provide Level 1 & 2 technical support for CBA technicians needing assistance
Perform admin functions in internal CBA Technician collaboration platform, including posting responses and utilization of resources
Assisting trainers with training events.
Work with third-party support vendors
Continue to monitor, update, and provide industry-relevant resources for the Technical Assistance Center or T.A.C. collaboration platform.
Maintaining the ticketing system database.
Submitting expense reports.
Preparing training materials as needed.
Teaching at CBA approved conferences as needed.
Representing CBA to industry associations and at events.
Reviewing preferred vendor class offerings