Technical Specialist

Technical Specialist Technical Specialist Full Time Winston Salem, NC, US 3 days ago Requisition ID: 1012 Position Summary: The Technical Specialist position reporting to the Claims Team Manager. This role is responsible for the evaluation, analysis, and resolution of moderate‑complexity commercial vehicle warranty claims involving medium and heavy‑duty vehicles. The position requires consistent exercise of discretion and independent judgment in interpreting warranty coverage, assessing repair recommendations, and negotiating claim resolutions that impact customer outcomes and company financial exposure. The Technical Specialist operates with minimal direct supervision and serves as a knowledgeable resource in the application of warranty terms, technical standards, and claim settlement practices. Core Responsibilities Independently manages assigned vehicle service contract claims from first notice through final resolution and payment. Analyzes repair facility diagnostic reports, ECM data, maintenance records, photographs, and estimates to determine coverage applicability and repair validity. Interprets vehicle service contracts, coverage provisions, and technical guidelines to make claim decisions within authority limits. Exercises professional judgment in evaluating recommended repairs, labor times, and parts pricing. Negotiates claim settlement terms with repair facilities and customers to reach equitable and cost‑effective resolutions. Communicate with customers to explain claim determinations and resolution outcomes, addressing questions and concerns with discretion and professionalism. Resolves claim disputes by applying judgment, technical expertise, and negotiation skills. Ensures claim decisions are compliant with company standards, vehicle service contract terms, and business objectives. Maintains accurate documentation and provides analytical input as needed to support claims operations. Performs additional duties and special projects, as assigned to support departmental and organizational goals. Authorized to apply independent judgment in claim evaluation, coverage determinations, and negotiated settlements within established authority levels. Provides recommendations and conclusions that influence claim outcomes and financial exposure. Determines when escalation is appropriate for matters outside delegated authority. Qualifications and Experience 1–3 years of experience handling commercial vehicle warranty or insurance claims within a warranty company, property and casualty insurer, dealership, or commercial repair environment; OR 1–3 years of experience as a diesel engine mechanic with demonstrated technical proficiency. Experience interacting with customers and repair facilities to resolve claim issues and disputes. Strong verbal and written communication skills, with the ability to explain technical and coverage concepts clearly. Ability to work independently, manage priorities, and exercise sound judgment. Associate’s degree, higher education, or completion of a technical or trade program preferred. Fluency in Spanish is desirable. This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of JM Family. All work arrangements are subject to associate performance, business need and manager discretion, and may be revised as necessary. An Equal Opportunity Employer National Truck Protection Co., Inc. is an equal opportunity employer and administers all personnel practices without regard to race, color, religious creed, sex, gender, age, ancestry, national origin, mental or physical disability or medical condition, sexual orientation, gender identity or expression, marital status, military or veteran status, genetic information, or any other category protected under federal, state, or local law. #J-18808-Ljbffr