Racing and Performance Specialist

Job Description

Job Description

Requisition Title: Racing and Performance Specialist (04E12)
US-MI- DearbornDescription

Racing and Performance Specialis

At Percepta, we bring first-class service across each market we support. As a Racing and Performance 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

What You’ll Be Doing
As a Racing and Performance Customer Support Specialist, you will be the face of Ford Genuine & Licensed Accessories and Ford Performance Parts. This is a high-touch, technical role that requires a passion for the automotive industry and a commitment to ownership. You will manage the entire customer journey—from product inquiries and installation tips to complex warranty claims—via voice, chat, email, and in-person interactions.

During a Typical Day, You’ll

· Omni-channel Support: Handle inbound and outbound customer contacts via voice, chat, and email, ensuring every case is logged and classified accurately in the CRM.

· Technical Expertise: Provide detailed product information, pricing, and availability for Ford Accessories and Performance Parts, including niche and specialty vehicles (SVT, etc.).

· Warranty Administration: Administer warranties using Ford systems (OWS), including prior approvals, labor payments, and specialized crate engine warranty analysis.

· Physical Component Review: Inspect returned warranted components to recommend resolutions (warranty, goodwill, or charge-back) to engineering and marketing teams.

· Event Representation: Attend and support major industry events (e.g., SEMA, PRI Show) to provide in-person expertise and represent the brand.

· Content & Catalog Maintenance: Assist in updating the online Ford Performance Parts catalog and proofreading installation/instruction sheets.

· Case Ownership: Manage the end-to-end resolution of customer issues, identifying emerging quality or fitment trends and sharing feedback with management.

What You Bring to the Role

· High School Diploma or equivalent required

· Automotive Technical based degree from College or Technical/Vocational school or equivalent industry experience required

· ASE and/or Manufacture Certification preferred

· Minimum 2-3 years of customer service experience

· Minimum 2-3 years’ recent experience as an automotive technician in a powertrain or 3-5 years technical knowledge with performance parts and/or accessories, or equivalent training – required

· Automotive technical aptitude required (multiple assessments required)

· Engine diagnosis and repair experience

· Strong interest in automotive performance, racing, or vehicle customization.

· Experience in the automotive aftermarket or performance parts industry is highly preferred.

What You Can Expect

· Competitive Salary with Incentives

· Health/Dental/Vision/Life Insurance

· Flexible Spending Account (FSA) and Health Savings Account (HSA)

· 401(k)

· 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)

A Bit More About Your Role

· Deep familiarity with Ford’s proprietary tools (PTS/Oasis, OWS, OEConnection, etc.).

· Excellent communication skills (written and verbal) with a focus on Net Promoter Score (NPS) performance.

· Proven track record of driving high NPS and QA scores.

· Strong organizational skills to balance administrative leadership duties with active production work.

About Percepta

Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support.

Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we:

• Lead with humility – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow.
• Service beyond self – We serve others—clients, customers, and teammates—with care and integrity in every interaction.
• Leave it better – We take ownership and leave every process, person, and place better than we found it.
• Win together – We succeed as one—celebrating, supporting, and showing up for each other.
• Deliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out.

Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect on 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 unique way.

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