Automotive Technical Subject Matter Expert
About the position At Percepta, we bring first-class service across each market we support. As a Technical Support 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. The Technical Specialist is responsible for assisting the CX/DX teams and CX/DX Specialists with automotive technical expertise, customer support, and reviewing high-dollar claims for technical approval. These efforts reduce the need for rental cars for customers and provide technically sound repair procedures to resolve customer concerns. The Technical Specialist is to support all customer contact channels that have customer-initiated technical concerns related to client vehicles. A primary responsibility for this position will be to reduce days-to-close for cases opened due to repair concerns, by 1) reviewing technical communications between dealers and Client Technical resources, 2) working with the operations, leadership, and business partners on process improvement ideas,3) reviewing technical resources to determine course repair 4) completing escalations to Technical Center (TAC) 50 technical review of high dollar cases. Responsibilities • Review Technical Assistance Requests (TAR) cases for accuracy • Liaison between Dealership Service Manager and Technicians, Field Service Engineer (FSE), and Customer • Review technical review of high dollar cases • Help CX/DX Specialists interpret GCQIS • Participate in CX/DX Specialist training (such as Vehicle training) • Conduct weekly 15-minute huddles • Validate/assist with dealer to dealer workmanship issues • Communicate with CX Specialists on tech issues; updates, and resolutions • Provide metrics to management for the monthly tech reporting • Review UVIC documentation requested by Prior Approval and update claim accordingly • Work on other activities and/or projects as requested by management • Work schedule will support the largest client volume and may occasionally be required to support client Requirements • Associate’s or Bachelor’s degree, or equivalent work-related experience • 3 to 5 years of parts or technical experience • Parts or Technical background • Strong written and oral communication skills with all levels of the organization • Strong customer service, interpersonal and relationship-building • Strong multi-tasking • Strong organizational, time management, planning and problem solving • Strong Team building skills, to work well within a close team environment – self-sufficient, resourceful and works well with minimal supervision • Ability to be self-motivated and self-directed • Detail-oriented • Ability to demonstrate a high degree of professionalism • Computer skills: Intermediate Microsoft Word, Excel, Outlook and Internet. Beginner Microsoft Access would be an asset • Call center environment, open 24/7 • Must be able to interact with all internal and external departments and contacts and represent Percepta professionally with all clients, external organizations and contacts. Nice-to-haves • Automotive Service Excellence (ASE) or OEM parts certifications a plus Experience Benefits • Competitive Salary with Incentives • 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) Apply tot his job