Bi-lingual Automotive Transmission Warranty Administrator Technician
About The Position
Investigates customer inquiries about merchandise or warranties. Provides technical Automotive Transmission service to Spanish speaking customers, dealers, and field technicians for the products and services sold by ATK North America. Primarily diagnoses, troubleshoots, recommends field repairs regarding internal transmission failures and writes/releases warranty replacement invoices. Explains technical diagnoses and needed repairs, and works with customers to help diagnose problems and offer assistance with certain repairs. Under minimal supervision, provides technical support to the ATK customer base on a variety of automotive related repairs, by use of telephone, internet, email, and written communication consistent with the objectives and policies set forth by the department. Notifies 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. Recommends to management improvements in product, packaging, shipment methods, service, or billing methods and procedures to prevent future complaints of similar nature. Must be familiar with ATK internal Policies, values, and ATK Quality Policy. Must be aware of his/her process/sub process and know related procedures. Provides quality customer service according to product support procedure (P0583001). Maintains performance indicators in acceptable levels. Answers all calls promptly and courteously. Assists customers on the telephone with any inquiry they may have regarding technical or warranty concerns. Contacts customers as a follow-up to ensure customer satisfaction, as required. Keys information into computer to obtain computerized records.
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, recommend field repairs regarding internal transmission failures
- Write/release warranty replacement invoices
- Explain technical diagnoses and needed repairs
- 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
Benefits
- Health/Dental/Vision Insurance
- Paid Time Off
- 401k with Generous Company Match
- Company Paid Life Insurance and Long-Term Disability
- Short-Term Disability
- Employee Assistance Program
- Tuition Reimbursement
- Employee Discounts
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
