Job Title: Automotive Specialist / Automotive Technical Support Representative
Location: Auburn Hills, MI (100% Onsite)
Employment Type: Contract (12 Months + Possible Extension)
Job Descriptions:
We are seeking qualified contractors to fulfill the role of an Automotive Specialist, who will leverage their call center experience, customer service skills, problem solving, and attention to detail to deliver positive customer experience.
Agents assigned to the STAR (Strategic Technical Assistance Resource) Center support Dealers in resolving automotive product concerns in a prompt and effective manner.
STAR Agents must be able to identify issues, provide accurate technical assistance and guidance and follow up on each ticket until it is successfully resolved.
Primary responsibility involves resolving Dealer concerns utilizing problem-solving techniques, diagnostic processes, call, and ticket handling.
All aspects of daily functions are to provide the highest level of customer satisfaction and enhance the vehicle ownership experience.
This onsite opportunity is open to individuals located in the Auburn Hills, MI and surrounding areas.
The project hours of operation are as follows:
· Candidates must be available to work an 8-hour shift between 8:00 AM to 11:00 PM Eastern Time M-F
· Saturday 9 a.m. to 6 p.m. (shifts may vary).
Contractors will be engaged and paid by a third-party payroll supplier, which will serve as the employer of record for tax and compliance purposes.
Key Responsibilities
Core Duties
· Respond to automotive inbound calls and tickets from Dealer Network, providing automotive technical diagnostic directions to the Dealer Technicians
· Provide automotive resolution through a defined six-step diagnostic process to resolve automotive concerns
· Technical support to group members to Quality, Engineering, Technical Advisors as requested.
· Communicate product issues to Quality, Engineering, Technical Advisors, as requested.
· Provide information, data and direction using all tools available.
· Utilize / research database for relevant automotive products / repair information.
· Obtain Client North America product information, updates from liaison representative or database.
· Perform follow-ups on existing tickets and close tickets once resolution is reached.
Deliverables or Project Scope
· Maintain high levels of customer satisfaction through accurate and timely technical support
· Communicate product issues and insights to Quality, Engineering, and Technical Advisor teams
· Document and update ticket status, ensuring compliance with resolution protocols
· Support continuous improvement by sharing feedback and technical findings with internal teams
Collaboration Tools or Platforms
· Microsoft Office Suite and standard PC applications (Excel, Word, Outlook, Teams)
· Dealer Information Software and Diagnostics Tools
· Internal ticketing and call management systems
· Client's North America Product databases and liaison resources
Qualifications
· High School Diploma or GED equivalent
· Minimum of 1-2 years of hands-on automotive repair experience OR Bachelor's Degree OR Technical Trade School Certificate in Automotive internship or similar experience
· Automotive Service Excellence Certifications (ASE) within first 6 months of employment.
· Automotive repair experience of 1 to 2 years
Preferred Qualifications
· 1-2 years of experience with electrification technologies (Bev, PHEV, Hybrid)
· Automotive Service Excellence (ASE) Certification within the first 6 months of employment
· Strong Understanding of advanced diagnostic processes and automotive systems
· Familiarity with Client North America Product Lines and technical resources
· Excellent communication and problem-solving skills for technical support environments
Additional Information / Requirements
· Knowledge of diagnostics and repair tools and Dealer information software
· Intermediate computer skills, including Word and keyboarding proficiency
Pay: $26.00 - $28.00 per hour
Work Location: In person
