Lead Technical Service Representative

Location:

Melbourne, FL

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The Lead Technical Service Representative (LTSR) will support Technical Service Representatives (TSRs) and Dealers as the subject matter expert on SPW policy, prior approval process and automotive diagnostics and repair procedures.

• Deputizes for Supervisor when Supervisor is away and delegates work accordingly.
• Receive and handle escalated dealer and field concerns.
• Deals with queries escalated by TSRs.
• Provides a leadership element to the team as a coach, mentor or senior staff member.
• Provides real‑time technical assistance to reduce the total number of claims requiring technical escalation and reduce the total number of contacts per claim.
• Identifies and relays areas for improvement within the program to supervisor.
• Identifies technical training needs and provides claim examples to supervisor.
• Make recommendations to improve new and existing technical training materials.
• Participating in Quality Assurance technical standard setting meetings.
• Improves overall claim processing time from a technical perspective.

• Receive web contacts from dealerships regarding Service Part Warranty coverage and provide claims adjudication per published policy.
• 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.

• 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 – required.
• Experience as an SPW TSR – preferred.
• Diesel and Gas engine diagnosis and repair experience – preferred.
• ASE, manufacturer or state technician certifications in automotive service and/or repair – preferred.

• Competitive Salary with Incentives.
• Health/Dental/Vision/Life Insurance.
• Flexible Spending Account (FSA) and Health Savings Account (HSA).
• 401(k) with company match.
• Vacation/Sick Time and Paid Holidays.
• Tuition Reimbursement.
• Employee Assistance Program.
• Employee Discount Program.
• Training and Development Programs (Percepta College).
• Employee Rewards Program (Perci Perks).

• Ability to analyze repair shop diagnosis information to identify the cause of mechanical failures.
• Ability to speak confidently about repair procedures and published policy.
• Excellent interpersonal skills.
• Ability to use conflict resolution and negotiation skills to resolve difficult contacts from an automotive technical perspective.
• Strong working knowledge of the Internet, computers and software (MS Office products, Internet Explorer, etc.).
• Flexibility and adaptability in a fast‑paced environment.
• Ability to analyze and…