Ford-Recall-Repair-Specialist

Overview

Market Source is a sales acceleration company focused on delivering better outcomes for many of the world’s most iconic brands. We design, operationalize, and execute managed sales and customer experience solutions for companies in B2B and B2C environments.

Our solutions are purpose-built and tech-enabled to deliver measurable improvements in business outcomes. We live by a set of people-focused values that guide our relationships with each other and with our clients. By putting people first, working together to make others successful, andestablishinga rich and empowered work culture, we create opportunities for our people and the businesses we serve to be successful.

Summary The Recall Repair Specialist will be responsible for effectively managing a territory to ensure that critical Takata airbag recalls, and other Original Equipment Manufacturers (OEM) repair initiatives assigned are completed, or cases closed on identified vehicles in their assigned geography.

Essential Job Functions:

• Conduct field canvassing, “door knocks” and face-to-face visits at identified addresses to facilitate repairs or close cases with required documentation
• Utilize Market Source  Dashboard to review repair case assignments and closures
• Subject matter expert on Takata Airbag Recall and/or other repair information
• Complete, upload, and record all information to specific requirements in
• Utilize mapping and route optimization tools to effectively maximize productivity
• Educate VIN owners on the extreme importance of getting their vehicles repaired
• Overcome hesitancy and resistance from Vehicle owners facilitating repairs
• Develop relationships and work closely with assigned dealerships in designated markets and field team members
• Contact or visit other locations as assigned
• Conduct investigative work to verify the accuracy of identified outcomes from call reports
• Utilize databases and additional resources to find supporting documentation that substantiates or updates outcomes
• Utilize available online resources to identify the location, owner, and disposition of identified target.
• Conduct follow-up calls to validate phone numbers and/or schedule appointments for the field team
• Document results of research in  or another database as directed
• Must complete and maintain required certification to complete mobile repairs.
• Obtain the owner’s permission and conduct specifically authorized repair(s) to identified targeted vehicles. Strictly follow manufacturers’ training and procedures for the make, model, and year of the identified vehicle.
• Obtain, and keep secure replacement parts and tools according to current procedure and policy.
• Return defective or replaced parts according to current policy, and complete necessary documentation.

Required Knowledge, Skills, and Abilities:

• Proven experience interacting with customers in person, via phone call, text, and email
• Effective communication and organization skills
• Ability to work independently in the field with limited supervision
• Ability to analyze and utilize key information to create territory action plans to achieve business objectives
• Ability to make independent decisions in the field positively impacting business objectives
• Excellent written, verbal, and communication skills
• Ability and willingness to conduct presentations to both small and large groups of people, to a diverse audience including, Dealership personnel, customers, and community leaders
• Strong interpersonal skills
• Ability to work a non-traditional schedule, weekends, and evenings
• Bilingual desired (English/Spanish)

Job Requirements:

• High School Diploma or equivalent
• 3+ years of work experience
• Automotive technician background preferred; or proven technical acumen required for mobile repair certification
• Must have reliable transportation to perform essential functions within an assigned geographic area
• Valid Driver’s License

Additional Job Requirements

• Frequently position self to get in and out of a vehicle
• Frequently position self to work in tight or restrictive spaces when completing mobile repairs
• Must be able to remain in varying prolonged positions while completing mobile repairs
• Regularly ascend and…