Technical Specialist

At Percepta, we bring first-class service across each market we support. As aTechnical Specialist inMelbourne 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 Technical Specialist is responsible for assisting the CX team and CX Specialists with automotive technical expertise, customer support, and reviewing high dollar claims for technical approval. In addition, they will work with Houston parts contacts to escalate back-ordered parts to support dealer/customer-initiated requests and for open cases requiring difficult to obtain parts. These efforts reduce the need for rental cars for customers and provide technically sound repair procedures to resolve customer concerns.

The Technical Specialist is to support all customer contact channels that have customer-initiated part delay issues according to Ford business standards. A primary responsibility for this position will be to reduce days-to-close for cases opened due to parts delays, by 1) facilitating finding the part, 2) working with the operations, leadership, and business partners on process improvement ideas,3) ownership of the parts e-tracker tool, also using the D to D and Does II systems to locate parts and 4) working with PACO.

During a Typical Day, You’ll

·Review Technical Assistance Requests (TAR) cases for accuracy

·Liaison between Dealership Service Manager and Technicians, Field Service Engineer (FSE), and Customer

·Review technical review of high dollar cases

·Help CX Specialists interpret GCQIS

·Participate in CX Specialist training (such as Vehicle training)

·Validate/assist with dealer-to-dealer workmanship issues

·Communication with CX Specialists on tech issues; updates, and resolutions

·Research and analyze alternative part sources comparing pricing and warranty to determine best value

·Provide part quote documentation in PAWS to Prior Approval and Inspections that include part pricing, delivery timeframe and warranty coverage

·Coordinate the ordering and shipment of parts to repair facilities

·Coordinate Service Part Warranty (SPW) repairs between repair facility and part supplier

·Monitor supplier performance related to part shipments and warranty repairs. Report issues to management

·Coordinate the payment of part invoices with the Claims Payment Team

·Provide metrics to management for the monthly tech and parts reporting

·Mediate issues between part supplier and repair facility/customer to ensure equitable solutions are achieved when disputes occur

·Review UVIC documentation requested by Prior Approval and update claim accordingly

·Research Part Coverage Requests and make recommendations when updates are required

·Work on other activities and/or projects as requested by management

·The work schedule will support the largest Ford volume and may occasionally be required to support Ford 24/7

What You Bring to the Role 

Education

·Associate or bachelor’s degree, or equivalent work related experience

·Automotive Service Excellence (ASE) or OEM parts certifications a plus

Experience

·3 to 5 years of parts or technical experience

·Ford experience within Technical Hotline preferred

·Ford experience with PS&L preferred

·Parts or Technical background

What You Can Expect 

·Pay rate of $19.35 per hour

·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)

About Percepta 
Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.

Our values are the heartbeat of our organization, and we live, breathe, and play by them everyday. As a Percepta team member, you can expect:  

Culture of Service – to be treated like you are the customer from day one 

Teamwork– belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value of your contributions

Respect– a team that is accountable, dependable and gives you their full attention

Proactive– to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization

CareerGrowth – lots of learning opportunities for aspiring minds

Diversity – be a part of our growing diverse and community-minded organization that is all about having fun!

Competitive Compensation – we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.

As a condition of employment, Percepta requires all employees hired in the United States to successfully pass a background check and, depending on location and client program, a drug test. Percepta is an Equal Opportunity Employer.

Please note that neither Percepta nor any of the agencies that recruit on our behalf will ever ask for any payments or personal information such as bank account details from applicants at any point in the recruitment process.