Bi-lingual Automotive Transmission Warranty Administrator Technician

LKQ Corporation•Grand Prairie, TX

25d•Onsite

About The Position

LKQ Corporation is seeking motivated individuals to join their team. This role involves investigating customer inquiries about merchandise or warranties, providing technical automotive transmission service to Spanish and English-speaking customers, dealers, and field technicians for ATK North America products. The position requires diagnosing, troubleshooting, and recommending field repairs for internal transmission failures, as well as writing and releasing warranty replacement invoices. The technician will explain technical diagnoses, assist customers with repairs, and provide technical support via phone, internet, email, and written communication. Responsibilities include notifying customers of findings and recommendations on warranty claims, suggesting product or process improvements to management, and adhering to ATK internal policies and quality standards. The role also involves maintaining performance indicators, answering calls promptly and courteously, assisting customers with technical and warranty concerns, following up with customers for satisfaction, and entering information into a computer system.

Requirements

1+ years of experience
Prior automotive industry experience (Could be in a parts store, salvage yard, repair shop, body shop or even as a car buff)
Knowledge of QA/QC, ISO/QS/TS systems
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals
Ability to compute rates, ratios, and percentages and to draw and interpret graphs
Frequent use of Outlook, Word, Excel, graphics, etc.
Ability to create, maintain and incorporate functions into Word documents, Excel spreadsheets, databases, and Powerpoint presentations to support business objectives
Regularly uses moderately complex oral and written skills
May train others in functional areas, interact with others and make presentations to department or middle management
Problems encountered are routine, somewhat repetitive and generally solved by following clear directions and procedures
Decisions generally affect own job or assigned functional area
Results are defined; sets personal own goals and determines how to achieve results with few or no guidelines to follow; supervisor/manager provides broad guidance and overall direction
Handle multiple tasks or projects simultaneously with moderate complexity

Nice To Haves

High School Diploma/GED
Prior experience cataloging products in the ACA ACES and PIES environment

Responsibilities

Provide technical Automotive Transmission service to Spanish speaking customers, dealers, and field technicians for the products and services sold by ATK North America
Provide technical Automotive Transmission service to customers, dealers, and field technicians for the products and services sold by ATK North America
Diagnose, troubleshoot, and recommend field repairs regarding internal transmission failures
Write and release warranty replacement invoices
Explain technical diagnoses and needed repairs to customers
Work with Customers to help diagnose problems and offer assistance with certain repairs
Provide technical support to the ATK customer base on a variety of automotive related repairs, by use of telephone, internet, email, and written communication
Notify customer and designated personnel of findings, adjustments, and recommendations such as denied or approved warranty claims, payment of a claim, credit of customer’s account, or adjustment of customer’s bills
Recommend to management improvements in product, packaging, shipment methods, service, or billing methods and procedures to prevent future complaints of similar nature
Be familiar with ATK internal Policies, values, and ATK Quality Policy
Be aware of his/her process/sub process and know related procedures
Provide quality customer service according to product support procedure (P0583001)
Maintain performance indicators in acceptable levels
Answer all calls promptly and courteously
Assist customers on the telephone with any inquiry they may have regarding technical or warranty concerns
Contact customers as a follow up to ensure customer satisfaction, as required
Key information into computer to obtain computerized records