Automotive Technical Subject Matter Expert

1 month ago

Detroit, United States Percepta Full time
Job DescriptionJob DescriptionRequisition Title: Automotive Technical Subject Matter Expert (03Y7E)
US-MI-DetroitDescription 

At Percepta, we bring first-class service across each market we support. As an Automotive Technical Support Specialist/Subject Matter Expert working in Corktown/Detroit, MI, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

What You’ll Be Doing 

The Technical Support Specialist's role is to consistently improve and maintain a high level of professional customer satisfaction by troubleshooting and aiding in resolving technical repair issues. The Technical Support Specialist follows documented protocols for first-contact resolution, escalations to second-level support, and follow-up to resolve dealer technical concerns.

During a Typical Day, You’ll

Responsibilities

·         Initial lead in providing support resources and repair strategies to dealer service teams

·         Assist dealers’ technical assistance request

·         Provide real-time technical assistance to reduce the total number of claims requiring technical escalation and reduce the total number of contacts per claim

·         Provide real-time technical subject matter expertise to agents and dealer

·         Perform detailed claim analysis and adjudication per contract terms and contact handling processes

·         Place outbound calls to dealerships regarding the status of submitted claims within client-specified timeframes

·         Communicate with dealers and repair facilities in a professional, knowledgeable manner pertaining to claim adjudication and concerns if authorization will not be provided

·         Properly log all dealer contacts into the appropriate contact system, to allow for an accurate historical view of contacts from the CRC

·         Assist dealers via phone and email

·         Walk the dealer through all facets related to the escalating technical concerns

·         Escalate for additional assistance when needed. Manage dealer escalation concerns/issues

·         Document processes where there are no current standards

·         Maintain a positive work environment that fosters team performance; support and contribute to open communication

·         Identify and report all concerns regarding the program to the appropriate Manager

·         Adhere to and support all Percepta business and quality initiatives and company policies and procedures

·         Attend and participate in team meetings

·         Demonstrate leadership capabilities

What You Bring to the Role 

Education

  • High School Diploma required
  • Associate’s degree preferred

Experience

·         Minimum 2-3 years of customer service experience required

·         2 or more years of automotive technical knowledge or position-related experience required

·         Minimum 1-year recent experience as an automotive technician in a powertrain or body/chassis/electrical diagnostic and repair role or equivalent training required

·         Diesel, Gas, Hybrid, and EV engine diagnosis and repair experience preferred

·         ASE, manufacturer, or state technician certifications in automotive service and/or repair preferred

·         Experience managing and maintaining application use preferred

Skills

  • Strong communication, customer service, and organizational skills
  • Strong problem-resolution and decision-making skills
  • Ability to analyze repair shop diagnosis information to determine coverage eligibility
  • Ability to speak confidently about repair procedures
  • Excellent interpersonal skills
  • Ability to use conflict resolution and negotiation skills to resolve difficult contacts from an automotive technical perspective
  • Strong working knowledge of the Internet, computers, and software (MS Office products, Internet Explorer, etc.)
  • Flexibility and adaptability in a fast-paced environment
  • Ability to analyze and solve problems.
  • Communicate and articulate in a professional and effective manner both verbally and written.
  • Ability to exercise independent judgment and decision-making.
  • Reasoning ability and logical thinking.
  • A good listener with a proven ability to build relationships with all types of people.
  • Strong time management skills, attention to detail, and outstanding follow-up skills.
  • The ability to work well under pressure with tight deadlines.

A little bit more about your role:

Must be able to work onsite in the Corktown area of Downtown Detroit.  8-hour shift between 8:00 am – 5:00 pm EST, 5 days per week.

What You Can Expect 

·         Health/Dental/Vision/Life Insurance

·         Flexible Spending Account (FSA) and Health Savings Account (HSA)

·         401(k) with company match

·         Vacation/Sick Time and Paid Holidays

·         Tuition Reimbursement

·         Employee Assistance Program

·         Employee Discount Program

·         Training and Development Programs (Percepta College)

·         Employee Rewards Program (Perci Perks)

About Percepta 
Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.

Our values are the heartbeat of our organization, and we live, breathe, and play by them every day. As a Percepta team member, you can expect:  

Culture of Service – to be treated like you are the customer from day one 

Teamwork– belonging to a supportive family team environment that encourages growth, fosters trust and open communication and acknowledges value in your contributions

Respect– a team that is accountable, dependable, and gives you their full attention

Proactive– to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization

Career Growth – lots of learning opportunities for aspiring minds

Diversity – be a part of our growing diverse and community-minded organization that is all about having fun

Competitive Compensation – we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.

As a condition of employment, Percepta requires all employees hired in the United States to successfully pass a background check and, depending on location and client program, a drug test. Percepta is an Equal Opportunity Employer.

Please note that neither Percepta nor any of the agencies that recruit on our behalf will ever ask for any payments or personal information such as bank account details from applicants at any point in the recruitment process.

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