Technical Support Intermediate

4 weeks ago
ID
75543
# of Openings
1
Recruiter
Laura Demchak
Category
Engineering Support
Recruiter Email
ldemchak@gogtech.com
US-MI-Auburn Hills

Responsibilities

  • Will be responsible for supporting and representing the respective ECS STAR Agents as a technical resource and leader.
  • This position will develop and implement internal methods to ensure quality of repair guidance offered to dealer technicians.
  • The candidate will manage, track and report on all emerging and unresolved issues within the assigned group.
  • The individual must work cross functionally with organizations throughout company to ensure the needs of the ECS Team are met.
  • The role will also include oversight of case handling processes and procedures.

 

Responsibilities include the following:

  • Develop, manage, and execute internal methods to maintain accurate and consistent quality repair guidance
  • Ensure emerging and unresolved issues are escalated and tracked until resolution
  • Maintain awareness and provide communication of technical developments affecting ECS and STAR
  • Manage and provide technical support for high risk case escalations; through case evaluation and assessment.
  • Identify ECS Agent training needs and communicate team needs to the STAR Technical Training and Knowledge Management team.
  • Partner with Customer Care Managers and Agents to maintain awareness of the customer's vehicle repair progress; continuous review of CAIR Escalations and providing feedback on case information quality to Agents.
  • Work directly with Engineering to resolve issues in the field and support business partners in achieving established ECS metrics to align with STAR Center metrics.

 

  • Travel and Driving Notes: Will be required to drive a company car.  A valid driver’s license is required as well as a clean driving record.       
  • Will be required to travel domestically up to 20%

Qualifications

  • Bachelor's degree in Business, Engineering, Automotive Technology or equivalent
  • Minimum of 3 years of automotive repair experience
  • Strong analytical, communication, and coaching skills
  • Self-motivated, strategic thinker with a willingness to work with others
  • Project/Process Management experience
  • Proficient in Microsoft Office -- Excel, Access, PowerPoint, etc.
  • Ability to multi-task and prioritize in a fast pace work environment
  • Demonstrated ability to achieve goals under minimal supervision

 

Preferred Requirements:

  • Experience in Technical Assistance case handling
  • Understanding of dealership service & parts processes and operations
  • Customer Assistance or Customer Service 

Overview

G-TECH Services, Inc. is a leading certified recruitment and placement firm that specializes in providing highly skilled staff in technical fields such as engineering, IT, procurement, finance and accounting. We have well-established relationships with some of the most respected companies in the country and know our clients’ job requirements and corporate cultures. Once we understand your experience and career aspirations, we aim to connect you with the right opportunity.

At G-TECH, we embrace a personalized approach to professional staffing, recognizing the important link between employee and employer satisfaction. We work tirelessly to connect qualified job seekers with positions that align with their career goals, skillsets and personalities. Upon placement, we support our employees throughout the duration of their assignments, providing them with a direct point of contact who serves as a dedicated advocate and sounding board. As our employees can attest, this approach is consistently effective in bettering the contract employment experience.

At G-TECH, our mission is simple: we are dedicated to connecting great people with great places to work.

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