Automotive Technical Specialist, Claim Resolutions - Hybrid

Automotive Technical Specialist

We are seeking an Automotive Technical Specialist for our Claim Resolutions team—a role designed for a professional with a strong background in hands‑on automotive diagnostics and customer relations. You will act as a bridge between technical vehicle assessment and fair dispute resolution, applying your real‑world experience to a corporate environment. As a key member of the Arbitration team, you will be responsible for investigating and resolving claims by grounding your decisions in the physical facts of a vehicle’s condition.

This position moves beyond procedural review, empowering you to use your diagnostic acumen and service experience to make sound, evidence‑based judgments.

• Apply your diagnostic acumen to verify vehicle condition data from inspection reports, confirming accuracy and identifying potential discrepancies.
• Investigate and resolve customer arbitration claims by serving as a neutral technical expert.
• Maintain proactive and clear communication with customers, ensuring they understand the technical basis for resolutions.
• Educate customers and internal teams on best practices and reasonable expectations regarding vehicle condition, repairs, and reconditioning.
• Translate customer descriptions of issues into technical assessments, clarifying mechanical, cosmetic, or title‑related concerns.
• Understand and resolve issues with regards to vehicle registration, liens, and odometer disputes.
• Utilize analytics to identify trends and opportunities for enhancing customer experience and productivity.
• Mediate disputes and negotiate repairs or pricing to reach mutually agreeable solutions, ensuring customer satisfaction and buyer retention.
• Collaborate with inspection and quality control teams to provide feedback and manage policy and goodwill loss effectively.
• Stay up to date on evolving arbitration policies and best practices through relative legislation for various provinces across Canada.

• Minimum of 2 years of hands‑on experience in the automotive industry (e.g., Service Technician, Service Advisor, Damage Estimator, Body Shop), demonstrating a solid, practical understanding of vehicle mechanics and repair.
• Outstanding customer service orientation with excellent communication abilities, capable of de‑escalating conflict and managing customer expectations.
• A positive attitude, exceptional follow‑up skills, basic computer literacy, and a strong commitment to teamwork.
• Superior conflict resolution, negotiation, and communication skills (both written and verbal).
• Proficiency in utilizing CRM software to effectively manage customer interactions and maintain accurate records.

• Ability to analyze a process and suggest/develop improvements.
• Experience using Google Suite offerings and Slack.
• Bilingual in English and French (this role may involve interacting with customers, leaders, and colleagues in Quebec, other provinces, or internationally, some of whom may not speak French).

• Competitive pay
• Medical, dental, and vision benefits with employer HSA contributions (US) and FSA options (US)
• Immediately vested 401K (US) or RRSP (Canada) with company match
• Paid Vacation, Personal, and Sick Time
• Paid maternity and paternity leave (US)
• Employer‑paid short‑term disability, long‑term disability, life insurance, and AD&D (US)
• Robust Employee Assistance Program
• Employer paid Leap into Service Day to volunteer
• Tuition Reimbursement for eligible programs
• Opportunities to expand your skill set and share your knowledge across a publicly traded, global organization
• Company culture of internal promotions, diverse career paths, and meaningful advancement

Your work is ideally performed as a Hybrid employee near a Vehicle Logistics Center. For exceptional candidates we will consider remote.

Hourly: $27.00 - $33.00 CAD