Automotive Technical Subject Matter Expert

At Percepta, we bring first-class service across each market we support. As aTechnical Support Specialist, 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/DX teams and CX/DX Specialists with

automotive technical expertise, customer support, and reviewing high-dollar claims for technical approval.

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 technical concerns related to client vehicles. A primary responsibility for this position will be to reduce days-to-close for cases opened due to repair concerns, by 1) reviewing technical communications between dealers and Client Technical resources, 2) working with the operations, leadership, and business partners on process improvement ideas,3) reviewing technical resources to determine course repair 4) completing escalations to Technical Center (TAC) 50 technical review of high dollar cases.

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/DX Specialists interpret GCQIS

▪ Participate in CX/DX Specialist training (such as Vehicle training)

▪ Conduct weekly 15-minute huddles

▪ Validate/assist with dealer to dealer workmanship issues

▪ Communicate with CX Specialists on tech issues; updates, and resolutions

▪ Provide metrics to management for the monthly tech reporting

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

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

▪ Work schedule will support the largest client volume and may occasionally be required to support client

What You Bring to the Role 

▪ Associate’s 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

▪ Parts or Technical background

▪ Strong written and oral communication skills with all levels of the organization

▪ Strong customer service, interpersonal and relationship-building

▪ Strong multi-tasking

▪ Strong organizational, time management, planning and problem solving

▪ Strong Team building skills, to work well within a close team environment – self-sufficient, resourceful and works well with minimal supervision

▪ Ability to be self-motivated and self-directed

▪ Detail-oriented

▪ Ability to demonstrate a high degree of professionalism

▪ Computer skills: Intermediate Microsoft Word, Excel, Outlook and Internet. Beginner Microsoft Access would be an asset Other

▪ Call center environment, open 24/7

▪ Must be able to interact with all internal and external departments and contacts and represent Percepta professionally with all clients, external organizations and contacts.

What You Can Expect 

·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)

A Bit More About Your Role 

Hours of operation are Monday-Friday: 7:00 am – 7:00 pm CT and an 8-hr shift would fall somewhere in between.  Shifts are assigned during training.

About Percepta 

Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support.

Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we:

• Lead with humility – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow.
• Service beyond self – We serve others—clients, customers, and teammates—with care and integrity in every interaction.
• Leave it better – We take ownership and leave every process, person, and place better than we found it.
• Win together – We succeed as one—celebrating, supporting, and showing up for each other.
• Deliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out.

Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way.

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