Lead Technical Service Representative
Job in
Melbourne, Brevard County, Florida, 32935, USA
Listing for:
Percepta
Full Time
position
Listed on 2026-01-01
Job specializations:
-
Language/Bilingual
Technical Support
Job Description & How to Apply Below
SPW Lead Technical Service Representative
At Percepta, we bring first-class service across each market we support. As a SPW Lead Technical Service Representative in Melbourne, Florida, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture
What You’ll Be Doing
The SPW Lead Technical Service Representative (LTSR) will support Technical Service Representatives (TSRs) and Dealers as the subject matter expert as it relates to SPW Policy, Prior Approval process, and automotive diagnostics/repair procedures. The LTSR will demonstrate high levels of contact center values including problem solving, customer first mentality, and always promoting a sense of family and teamwork. Like the TSR role, the LTSR will support incoming dealer claims as well as escalated claims while assisting with floor coaching and development.
During a Typical Day, You’ll
Team Support:
Deputizes for Supervisor when Supervisor is away, and delegates work accordingly.Receive and handle escalated dealer and field concerns.Deals with queries escalated by TSR’s.Provides a leadership element to the team as a coach, mentor, or senior staff member.Provide real-time technical assistance to reduce the total number of claims requiring technical escalation and reduce the total number of contacts per claim.Identify and relay areas for improvement within the program to supervisor.Identify technical training needs and provide claim examples to supervisor.Make recommendations to improve new and existing technical training materials.Participating in Quality Assurance technical standard setting meetings.Improve overall claim processing time from a technical perspective.Dealer Handling:
Receive web contacts F/L dealerships regarding Service Part Warranty coverage and provide claims adjudication per published policy, technical merit, and contact handling processes.Review digital photographs, claim estimates, repair orders, and support documentation.Perform detailed claim analysis and adjudication per published policy and contact handling processes.Place outbound calls to dealerships regarding status of submitted claim within client specified time frames.Communicate with dealers and repair facilities in a professional, knowledgeable manner pertaining to claim adjudication and concerns if authorization will not be provided.Properly log all dealer contacts into the appropriate contact system, to allow for an accurate historical view of contacts.Escalate, as appropriate, identified dealer inquiries and concerns.Meet or exceed all program specific performance metrics.Continuously improve call handling skills, systems knowledge, and communications skills, thus, enhancing customer satisfaction and service level results.Support and sustain a positive work environment that fosters team performance through own work and behavior.Be receptive to performance feedback and work on improving own skills.Help identify and resolve conflicts with sensitivity and tact.Work on activities and/or projects as requested by supervisor.What You Bring to the Role
High School Diploma or equivalent.Automotive Technical based degree from College or Technical/Vocational school or equivalent industry experience.Minimum 2-3 years of customer service experience.Automotive technical aptitude required (multiple assessments required).Minimum 2-3 years recent experience as an automotive technician in a powertrain or 3-5 years as a service writer/parts person with technical knowledge, or equivalent training – requiredExperience as a SPW TSR – preferredDiesel and Gas engine diagnosis and repair experience – preferredASE, manufacturer or state technician certifications in automotive service and/or repair – preferredWhat You Can Expect
Competitive Salary with IncentivesHealth/Dental/Vision/Life InsuranceFlexible Spending Account (FSA) and Health Savings Account (HSA)401(k) with company matchVacation/Sick Time and Paid HolidaysTuition ReimbursementEmployee Assistance ProgramEmployee Discount ProgramTraining and Development Programs (Percepta College)Employee Rewards Program (Perci Perks)A Bit More About…
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