Technical Support Representative II

The Technical Support representative investigates, evaluates, and negotiates service contract claims to our contractual liability. Effects settlement within prescribed limits and submits recommendations to supervisor on cases exceeding personal settlement authority. Deliver professional service to both the dealer’s personnel and the agreement holder in the adjudication of claims. To raise awareness to management when a grey area issue is discovered that affects the customer and or the dealer.

Minimum Qualifications:

• High School Diploma or equivalency required.
• 2 plus years of experience repairing as vehicle technician and /or service department.
• Industry certification a plus. Factory training and ASE’s certification.

Primary Job Functions:

• Take incoming initial claim calls and determine coverage for the loss. This will include reviewing contract language, interpreting shop diagnoses and estimates, and determine the need for inspections.
• Once coverage is determined, communicate results to the customer whether approved or declined and next steps.
• If a covered occurrence, obtain and document estimate of repair in order to issue payment.
• Review shop estimate for accuracy of labor and parts pricing.
• Negotiate scope and pricing with repair facilities.
• Provide excellent customer service.
• Assist in making call SLAs.
• Participate in any projects, reports, documentation, tasks, or objectives assigned.

The above cited duties and responsibilities describe the general nature and level of work performed by people assigned to the job. They are not intended to be an exhaustive list of all the duties and responsibilities that an incumbent may be expected or asked to perform.

Skills & Competencies Required:

• Mechanical aptitude.
• Negotiation skills.
• Excellent customer service.
• Strong verbal and written communication skills.
• Ability to multi-task.
• Proficient in MS Office (Word, Excel, Outlook).
• Must be a Team Player.
• Strong Documentation Skills.
• Contract interpretation.

Additional Information:

Full benefit package including medical, dental, life, vision, company paid short/long term disability, 401(k), tuition assistance and more.