Automotive Repair Technical Support Specialist

We are seeking Automotive Repair Support Specialist, who will leverage their call center experience, customer service skills, problem solving, and attention to detail to deliver a positive customer experience. Agents will support Dealers in resolving automotive product concerns in a prompt and effective manner. Technician Support Advisors must be able to identify issues, provide accurate technical assistance and guidance and follow up on each ticket until it is successfully resolved. Primary responsibility involves resolving Dealer concerns utilizing problem-solving techniques, diagnostic processes, call, and ticket handling. All aspects of daily functions are to provide the highest level of customer satisfaction and enhance the vehicle ownership experience.

Key Responsibilities

Core Duties

• Respond to automotive inbound calls and tickets from Dealer Network, providing automotive technical diagnostic directions to the Dealer Technicians
• Provide automotive resolution through a defined six-step diagnostic process to resolve automotive concerns
• Technical support to group members to Quality, Engineering, Technical Advisors as requested.
• Communicate product issues to Quality, Engineering, Technical Advisors, as requested.
• Provide information, data and direction using all tools available.
• Utilize / research database for relevant automotive products / repair information.
• Obtain product information updates from liaison representative or database.
• Perform follow-ups on existing tickets and close tickets once resolution is reached.

Deliverables or Project Scope

• Maintain high levels of customer satisfaction through accurate and timely technical support
• Communicate product issues and insights to Quality, Engineering, and Technical Advisor teams
• Document and update ticket status, ensuring compliance with resolution protocols
• Support continuous improvement by sharing feedback and technical findings with internal teams

Collaboration Tools or Platforms

• Microsoft Office Suite and standard PC applications (Excel, Word, Outlook, Teams)
• Dealer Information Software and Diagnostics Tools
• Internal ticketing and call management systems
• Client's North America Product databases and liaison resources

Qualifications

• High School Diploma or GED equivalent
• Minimum of 1-2 years of hands-on automotive repair experience OR Bachelor's Degree OR Technical Trade School Certificate in Automotive internship or similar experience
• Automotive Diagnostics & Troubleshooting
• Hands-on Vehicle Repair Experience
• Dealer Technical Support / Customer Service
• Knowledge of Automotive Systems (Engine, Electrical, Transmission, Brakes)
• Problem-Solving & Root Cause Analysis

Preferred Qualifications

• 1-2 years of experience with electrification technologies (Bev, PHEV, Hybrid)
• Strong Understanding of advanced diagnostic processes and automotive systems
• Familiarity with Tier 1 Automotive OEM Product Lines and technical resources
• Excellent communication and problem-solving skills for technical support environments

Additional Information / Requirements

• Knowledge of diagnostics and repair tools and Dealer information software
• Intermediate computer skills, including Word and keyboarding proficiency