Racing and Performance Specialist

TTEC•Dearborn, MI

15h•Remote

About The Position

At Percepta, we bring first-class service across each market we support. As a Racing and Performance Specialist, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture. As a Racing and Performance Customer Support Specialist, you will be the face of Ford Genuine & Licensed Accessories and Ford Performance Parts. This is a high-touch, technical role that requires a passion for the automotive industry and a commitment to ownership. You will manage the entire customer journey—from product inquiries and installation tips to complex warranty claims—via voice, chat, email, and in-person interactions.

Requirements

High School Diploma or equivalent required
Automotive Technical based degree from College or Technical/Vocational school or equivalent industry experience required
Minimum 2-3 years of customer service experience
Minimum 2-3 years’ recent experience as an automotive technician in a powertrain or 3-5 years technical knowledge with performance parts and/or accessories, or equivalent training – required
Automotive technical aptitude required (multiple assessments required)
Engine diagnosis and repair experience
Strong interest in automotive performance, racing, or vehicle customization.
Deep familiarity with Ford’s proprietary tools (PTS/Oasis, OWS, OEConnection, etc.).
Excellent communication skills (written and verbal) with a focus on Net Promoter Score (NPS) performance.
Proven track record of driving high NPS and QA scores.
Strong organizational skills to balance administrative leadership duties with active production work.

Nice To Haves

ASE and/or Manufacture Certification preferred
Experience in the automotive aftermarket or performance parts industry is highly preferred.

Responsibilities

Handle inbound and outbound customer contacts via voice, chat, and email, ensuring every case is logged and classified accurately in the CRM.
Provide detailed product information, pricing, and availability for Ford Accessories and Performance Parts, including niche and specialty vehicles (SVT, etc.).
Administer warranties using Ford systems (OWS), including prior approvals, labor payments, and specialized crate engine warranty analysis.
Inspect returned warranted components to recommend resolutions (warranty, goodwill, or charge-back) to engineering and marketing teams.
Attend and support major industry events (e.g., SEMA, PRI Show) to provide in-person expertise and represent the brand.
Assist in updating the online Ford Performance Parts catalog and proofreading installation/instruction sheets.
Manage the end-to-end resolution of customer issues, identifying emerging quality or fitment trends and sharing feedback with management.