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Powertrain Technical Support Specialist

2 months ago

Melbourne, Florida, United States Percepta Full time

Powertrain Assistance Center (PAC)

At Percepta, we are dedicated to delivering exceptional service across all markets we support. As a Powertrain Technical Support Specialist , you will play a vital role in creating and enhancing outstanding customer experiences while enjoying the benefits of being part of a distinctive culture.

Key Responsibilities

  • • Handle incoming calls from dealerships and independent repair shops regarding powertrain warranty claims processing according to contract stipulations and communication protocols.
    • Address inquiries from dealerships, independent repair facilities, and vehicle owners concerning warranty policies and claims processing.
    • Manage calls from independent inspectors, documenting verbal inspection reports in the designated systems.
    • Process warranty claims for Motorcraft products based on emails received from third-party vendors.
    • Review digital images and supporting documentation for accuracy.
    • Provide immediate technical assistance related to powertrain issues to dealerships and independent repair facilities.
    • Conduct thorough claim evaluations and processing in line with contract requirements and communication protocols.
    • Make outbound calls to repair facilities and dealerships to communicate claim approval or denial details.
    • Interact with dealers and repair facilities professionally and empathetically regarding claim processing and concerns about authorization.
    • Assist dealerships with inquiries about the national powertrain network (NPN).
    • Support dealerships in submitting powertrain warranty registrations.
  • Ensure all dealer interactions are accurately logged in the appropriate systems to maintain a comprehensive historical record.

Qualifications


• High School Diploma or equivalent required.


• At least 2-3 years of experience in customer service.


• Preferred: Minimum of 1 year of recent experience as an automotive technician in powertrain or related diagnostic and repair roles.

Additional Skills


• Ability to assess repair shop diagnostic information to determine eligibility for coverage.


• Proficient in reading and interpreting workshop manuals and electrical schematics.


• Confident communication regarding repair procedures.


• Familiarity with part numbers and parts catalog updates related to powertrain components.


• Strong interpersonal skills.


• Capable of using conflict resolution and negotiation skills to address challenging interactions from a technical perspective.


• Solid understanding of computer systems and software, including MS Office products and internet applications.


• Adaptability and flexibility in a dynamic work environment.


• Proficient problem-solving and analytical skills.


• Effective verbal and written communication skills.


• Ability to provide technical guidance and feedback to junior agents.


• Independent judgment and decision-making capabilities.


• Strong reasoning and logical thinking skills.


• Competent typing skills with a speed of 40-60 WPM.


• Intermediate computer skills required, including web browsing and email proficiency.


• Experience in customer service with a focus on chat support is essential.


• Commitment to maintaining confidentiality.


• Basic knowledge of Microsoft Outlook, Excel, and Word is preferred.


• Ability to thrive in a team-oriented environment.


• Capability to manage multiple tasks while prioritizing effectively.

About Percepta

Founded in 2000, Percepta operates contact centers globally, delivering seamless customer experiences for our clients.

Our core values drive our organization, and we embody them every day. As a member of the Percepta team, you can expect:

Service Culture - to be treated with the same respect as our customers from day one.

Team Collaboration - to be part of a supportive family-oriented environment that promotes growth, trust, open communication, and values your contributions.

Respect - to work with a team that is accountable, reliable, and attentive.

Proactivity - to engage with solution-focused individuals striving for personal and organizational improvement.

Career Development - to find numerous learning opportunities for ambitious individuals.

Diversity - to join a diverse and community-focused organization that values enjoyment in the workplace.

Competitive Benefits - to receive comprehensive compensation and benefits that promote physical, mental, and financial well-being.

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