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Vehicle Mechanical Support
Job Code Number
7451110
Job Description
Vehicle Mechanical Support Description:
Review, analyze, and evaluate various systems operations. Documents, tracks, and monitors the problem to ensure timely resolution. Performs advance root cause analysis and develops checklists for typical problems. Provide technical support on a variety of issues. Escalate problems to next level support professionals when necessary.
Vehicle Mechanical Support Requirements:
- Bachelor's degree in Engineering or Automotive Technology
- Minimum of 3 years of automotive repair experience to effectively develop, manage and implement internal methods to maintain accurate and consistent quality repair guidance offered to Dealer Technicians
- Strong analytical, communication, and coaching skills to support Agents as a Technical Lead and to identify any potential training needs
- Project/Process Management experience to ensure emerging and unresolved issues are escalated and tracked until successful resolution
- Proficient in Microsoft Office -- Excel, Access, PowerPoint, etc. or Google Suite -- Sheets, Slides, Docs, etc.
- Ability to multi-task and prioritize in a fast pace work environment
- Self-motivated, strategic thinker with a willingness to work with others, partnering with Customer Care Managers and Agents to maintain awareness of the customer's vehicle repair progress; continuous review of escalations and providing feedback on case information quality to Agents. In addition, work directly with Engineering to resolve issues in the field
- Demonstrated ability to achieve goals under minimal supervision
- Will be required to drive a company car - valid driver’s license is required as well as a clean driving record
- Will be required to travel domestically up to 20%
Preferred Requirements:
- Experience in Technical Assistance case handling
- Understanding of dealership service & parts processes and operations
- Strong Customer Assistance or Customer Service
20-00601
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