Skip to Main Content
← Back to Jobs

Remote Assist Program (RAP) Technician - OEM Dealer Collision Support

IMPACT Management Services Ann Arbor, MI
  • Expired: 25 days ago. Applications are no longer accepted.

IMPACT Management Services has an exciting Remote Assist Program ( RAP ) Technician opportunity at our client located in Ann Arbor, MI.

Job Overview:

The RAP Technician participates in product testing and accurately documents customer interactions in the CRM and provides accurate information to customers using the OEM resources in a Call Center Environment. RAP Technicians will be working with customers at OEM's and Collision Service Centers to provide diagnostics and programming of electronic modules within the vehicle.


Responsibilities & Duties:

  • Answering inbound phone calls and requests from clients in a timely fashion.
  • Documenting customer interactions properly within the CRM as a matter of record.
  • Provide accurate information to customers using online OEM resources as needed.
  • Programming onboard modules correctly
  • Positive position the value of the solution(s) provided.
  • Troubleshooting kit failures and escalating when needed.
  • Serves as a backup to RAP Leads
  • May be assigned additional higher risk duties/projects.
  • Participates in product testing
  • Other duties as assigned

Qualifications:

  • High School Diploma or GED
  • Automotive mechanic experience
  • Strong Windows Operating System familiarity
  • Microsoft Office experience
  • Strong problem-solving capability
  • Ability to communicate effectively both verbally and in writing with customers
  • Exhibits “can do” attitude and willingness to learn
  • Ability to multi-task

Preferred Qualifications:

  • OEM / Dealer level diagnostic and programming experience / OBD 1 or OBD 2
  • Automotive Repair experience/education, especially multi-brand experience (domestic and international)
  • ASE Certification
  • Familiarity with SLAs and meeting metrics.
  • Collision automotive experience
  • Familiarity with pre/post scanning of automobiles.
  • IDS, NERS, MDI, YTech, Consult experience

Apply now for immediate consideration.

IMPACT Management Services

Address

Ann Arbor, MI
Ann Arbor, MI
48108 USA