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Technical Specialist

Company: Percepta
Location: Melbourne
Posted on: May 4, 2021

Job Description:

;; Expect more than a job. Our values are the heartbeat of our organization and we live, breathe and play by them every day . Join our team as an Automotive Technical Specialist and experience the satisfaction of being part of a unique culture. 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 and 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. Position Summary The Technical Specialist is responsible for assisting the CX team and CX Specialists with automotive technical expertise, customer support, and reviewing high dollar claims for technical approval. In addition, they will work with contacts to escalate backordered parts to support dealer/customer-initiated requests and for open cases requiring difficult to obtain parts. 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 part delay issues according to the client business standards. A primary responsibility for this position will be to reduce days-to-close for cases opened due to parts delays, by 1) facilitating finding the part, 2) working with the operations, leadership, and business partners on process improvement ideas,3) ownership of the parts e-tracker tool, also using the D to D and Does II systems to locate parts and 4) working with PACO. Duties and 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 Specialists interpret GCQIS
    • Participate in CX Specialist training (such as Vehicle training)
    • Validate/assist with dealer to dealer workmanship issues
    • Communicate with CX Specialists on tech issues; updates, and resolutions
    • Research and analyze alternative part sources comparing pricing and warranty to determine best value
    • Provide part quote documentation in PAWS to Prior Approval and Inspections that include part pricing, delivery timeframe and warranty coverage
    • Coordinate the ordering and shipment of parts to repair facilities
    • Coordinate Service Part Warranty (SPW) repairs between repair facility and part supplier
    • Monitor supplier performance relative to part shipments and warranty repairs. Report issues to management
    • Coordinate the payment of part invoices with the Claims Payment Team
    • Provide metrics to management for the monthly tech and parts reporting
    • Mediate issues between part supplier and repair facility/customer to ensure equitable solutions are achieved when disputes occur
    • Review UVIC documentation requested by Prior Approval and update claim accordingly
    • Research Part Coverage Requests and make recommendations when updates are required
    • 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 the client 24/7 Education
      • Associate's or Bachelor's degree, or equivalent work related experience
      • Automotive Service Excellence (ASE) or OEM parts certifications a plus Experience
        • 3 to 5 years of parts or technical experience
        • Ford experience within Technical Hotline preferred
        • Ford experience with PS&L preferred
        • Parts or Technical background Skills
          • 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 Other
            • Call center environment, Monday - Friday: 8:00 am - 8:000 pm EST
            • Must be able to interact with all internal and external departments and contacts and represent Percepta professionally with all clients, external organizations and contacts. 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. Percepta is an Equal Opportunity Employer.

Keywords: Percepta, Melbourne , Technical Specialist, IT / Software / Systems , Melbourne, Florida

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