Repair Advisor

Opus Group Ab (Publ)•Crown Point, IN

About The Position

Opus Inspection, Inc. is a software and electronic hardware-driven global leader in the Automotive Technology Service industry. Our mission is to make the world a cleaner and safer place by providing highly effective solutions for Vehicle Inspection through innovative technologies, customer focus and operational excellence. Opus' technologies and services help our state partners meet strict US EPA Clean Air regulations by managing vehicle inspection programs, Vehicle Information Databases, and developing differentiated solutions for remote vehicle monitoring. Duties and Responsibilities The Repair Advisor serves as the program resource for all technical and automotive initiatives and as a program representative to the automotive industry, including local shops, technicians, manufacturers, and special interest groups. Utilizing advanced diagnostic techniques and exceptional customer service, provides in-person diagnostic assistance for motorists that qualify for the Technical Repair Advice Program to deliver repair guidance to bring failing/rejecting vehicles into compliance. Assists in developing, coordinating, and delivering training in automotive maintenance and repair, including state certification training, tech nights for repair technicians, and seminars for the motoring public. Ensures training materials are appropriate and current. Effectively communicates and builds relationships with the repair industry in the program area to develop a network of advocates for the emissions testing program. Serves as key contact and resource for the repair industry, working closely with technicians. Measures and reports on repair effectiveness of local repair shops and develops and implements plans to improve the efficacy. Guides content development and writes articles for repair industry publications and the program website. Enhances the technical offerings on the program website and responds to requests for technical information from the website. The customer-focused operation of the technical repair advice hotline addressing complex repair issues from technicians and motorists. Diligent processes to maximize the first-time resolution of customer queries. Trains hotline operators and station management to address fundamental repair issues or questions effectively. Utilizes tracking mechanisms to track customer inquiries managed through the hotline, identifies trends, and recommends actions to address those trends. Monitors and maintains a database of known vehicle issues and actions taken due to those issues. Research unique vehicle issues as they arise and help to determine special testing considerations that may be implemented based on research results. Assists in determining vehicle eligibility for assistance through the Repair Assistance Program. Assists the Customer Relations/Public Information Manager in processing customer claims and represents the program in damage claim disputes. Works with program management and IDEM personnel to review and decide upon waiver requests. Works closely with program management and IDEM personnel to resolve unique technical issues. Other duties as assigned

Requirements

Ability to effectively communicate, both verbally and in writing.
Ability to make decisions in a fast-paced environment.
Strong organizational skills.
Efficient in the use of Microsoft Office products.
Advanced knowledge of effective strategies for diagnosing vehicles with emissions-related mechanical problems.
Knowledge of effective customer service practices.
High school diploma or equivalent
ASE certification in Electrical/Electronic Systems (A6), Engine Performance (A8), and Automobile Advanced Engine Performance Specialist (L1).
Five years or more experience in automotive diagnosis and repair.
Three years of experience delivering customer service
Valid Driver's License.

Nice To Haves

Three years of training experience, including curriculum development and presentation preferred.

Responsibilities

Serves as the program resource for all technical and automotive initiatives and as a program representative to the automotive industry
Provides in-person diagnostic assistance for motorists that qualify for the Technical Repair Advice Program
Assists in developing, coordinating, and delivering training in automotive maintenance and repair
Effectively communicates and builds relationships with the repair industry
Guides content development and writes articles for repair industry publications and the program website
Enhances the technical offerings on the program website and responds to requests for technical information from the website
Operates the technical repair advice hotline
Trains hotline operators and station management
Utilizes tracking mechanisms to track customer inquiries managed through the hotline, identifies trends, and recommends actions to address those trends
Monitors and maintains a database of known vehicle issues and actions taken due to those issues
Research unique vehicle issues as they arise and help to determine special testing considerations that may be implemented based on research results
Assists in determining vehicle eligibility for assistance through the Repair Assistance Program
Assists the Customer Relations/Public Information Manager in processing customer claims and represents the program in damage claim disputes
Works with program management and IDEM personnel to review and decide upon waiver requests
Works closely with program management and IDEM personnel to resolve unique technical issues
Other duties as assigned