Job Information
Percepta Automotive Technical Specialist in Dearborn, Michigan
Description
At Percepta, we bring first-class service across each market we support. As a Technical Support Specialist 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.
#LI-Onsite
Primary Location: US-MI-Dearborn
Req ID: 03Z3W