Dealer Service Sr. Specialist
About The Position
The Dealer Service Senior Specialist is a highly specialized technical expert who protects and strengthens Customer Lifetime Loyalty by enabling accurate, timely resolution of the most complex Honda and Acura vehicle concerns, supporting a trouble-free ownership experience. This role leads advanced remote diagnosis, validates service information in real-world applications, develops adaptive troubleshooting strategies, and provides precise repair guidance suited to technicians’ capabilities and dealership resources. The specialist serves as a technical expert for dealers and internal service and engineering functions, maintains deep subject-matter expertise, and provides escalation support for difficult cases. The role may require on-site intervention at dealerships, logistics ports, and factories. It also supports projects to improve diagnostic efficiency, repair quality, and cost reduction; develops reference materials about advanced vehicle systems; moderates Tech Line Forum content; and maintains TREAD compliance and accurate case classification. The position is based at the Irving, Texas Zone Office, is 100% onsite, and is listed as first shift.
Requirements
- High school diploma.
- Two years of automotive trade school or an equivalent associate-level qualification in Automotive Technology.
- Ten years of automobile service shop experience.
- Three years in a lead Technician position, such as Shop Foreman, Team Leader, Service Manager, Super Tech, or equivalent.
- In-depth knowledge of complex vehicle systems, including terminology related to Honda and Acura vehicles.
- Driving record background check and approval to operate company vehicles; ability to operate Engineering Test vehicles is required.
- Expert-level diagnostic reasoning across complex mechanical, electrical, electronic, networked, software-controlled, and integrated vehicle systems.
- Advanced remote troubleshooting ability, including developing and testing diagnostic hypotheses from incomplete or conflicting information without direct physical access to a vehicle.
- Ability to interpret diagnostic trouble codes, scan-tool data, waveforms, electrical measurements, test results, symptoms, repair history, and environmental or operating conditions as an integrated evidence set.
- Exceptional verbal questioning, active listening, technical writing, and coaching skills, including translating complex concepts into precise direction suited to a technician’s demonstrated capability.
- Expert-level proficiency using a Digital Multi Meter, High Voltage Insulation testers, Honda Diagnostic System, and Global Diagnostic System (GDS-2).
- Ability to identify patterns across cases, distinguish isolated repair issues from emerging product concerns, and communicate evidence clearly to Engineering and other stakeholders.
- Proficiency with Microsoft Office, Adobe products, diagnostic platforms, technical databases, and evolving vehicle technologies and interfaces.
- Ability to maintain a typing speed of 30 words per minute.
Nice To Haves
- Hands-on diagnostic and repair experience at a Honda or Acura dealership is preferred.
- Shop Foreman, Team Leader, Service Manager, Super Tech, or equivalent experience is preferred.
Responsibilities
- Lead advanced remote diagnosis of complex, intermittent, or unresolved Honda and Acura vehicle concerns.
- Validate service information in real-world applications; design troubleshooting strategies; test diagnostic hypotheses; and communicate precise repair direction tailored to technician capability and available dealership resources.
- Help prevent ineffective parts replacement and repeat repairs to improve fixed-right-first-visit performance.
- Interpret complex vehicle electrical circuit drawings and diagnostic data to develop troubleshooting approaches for emerging market concerns.
- Serve as a technical expert for dealers, Field Technical Specialists, Engineering, Publications, and other Service and Engineering functions on difficult-to-repair vehicles and emerging product concerns.
- Maintain deep subject-matter expertise in assigned vehicle systems, technologies, diagnostic methods, and project areas.
- Provide escalation support for difficult cases and travel to dealerships, logistics ports, or factories when on-site intervention is required.
- Lead or support unit- and division-level projects focused on diagnostic efficiency, repair quality, and cost reduction.
- Analyze advanced vehicle systems and produce reference materials to improve diagnostic efficiency and dealer repair effectiveness.
- Moderate Tech Line Forum content for technical accuracy, relevance, compliance with Forum Terms of Use, and alignment with approved repair practices.
- Maintain TREAD compliance and accurately classify created cases through appropriate complaint-code assignments in the Tech Line system.
- Manage contact volume, follow-up commitments, and competing priorities while maintaining the depth of analysis required for complex cases.
Benefits
- Competitive base salary, with pay based on variables including geographic location and work experience.
- Paid overtime.
- Regional bonus when applicable.
- Medical, dental, vision, and prescription drug benefit plans.
- Paid time off, including vacation, holidays, and shutdown.
- Company-paid short-term and long-term disability.
- 401(k) plan with company match and additional contribution.
- Relocation assistance if eligible.
- Advancement opportunities and career mobility.
- Education reimbursement for continued learning.
- Training and development programs.
- Tuition assistance and student loan repayment.
- Lifestyle account.
- Childcare reimbursement account.
- Elder care support.
- Wellbeing program.
- Community service and engagement programs.
- Product programs.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
High school or GED
