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 company 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 company technical resources, 2) working with the operations, leadership, and business partners on process improvement ideas,3) reviewing technical resources to determine course of repair 4) completing escalations to Technical Assistance Center (TAC), 5) technical review of high dollar cases
Review Technical Assistance Requests (TAR) cases for accuracy
Liaison between Dealership Service Manager and Technicians, Field Service Engineer (FSE), and Customer
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 with CX/DX Specialist to discuss Tech topics
Validate/assist with dealer to dealer workmanship issues
Communicate with CX/DX 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 company volume and may occasionally be required to support the company 24/7
Associate’s or Bachelor’s degree OR equivalent work related experience
Automotive Service Excellence (ASE) or OEM parts certifications a plus
- 3 to 5 years of parts or technical experience
- Experience within Technical Automotive Hotline preferred, but not required
- Experience with PS&L preferred, but not required
- Automotive 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
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
Flexible to work various shifts including evenings and weekends as required
Proved ability to perform in a fast-paced environment
Must be able to interact with all internal and external departments and contacts and represent
Percepta professionally with all clients, external organizations and contacts.
Physical and Logistical Requirements (Including equipment used)
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit. Requires frequent use of hands, 10-finger, and talk or hear. The employee is occasionally required to stand, walk, stoop and may include lifting up to 10 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus. Computer skills. Use computer, fax machine, telephone and copier.
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, as a condition of employment. TTEC is proud to be an equal opportunity employer. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their own unique way. But don’t take our word for it — check out some our women in leadership and diversity awards on TTECjobs.com.