At Percepta, we bring first-class service across each market we support. As a Automotive Technical Specialis working in Detroit, Michigan, 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 Support Specialist's role is to consistently improve and maintain a high level of professional customer satisfaction by troubleshooting and aiding in resolving technical repair issues. The Technical Support Specialist follows documented protocols for first-contact resolution, escalations to second-level support, and follow-up to resolve dealer technical concerns.
During a Typical Day, You’ll
Responsibilities:
·Initially lead in providing support resources and repair strategies to dealer service teams.
·Assist dealers’ technical assistance request.
·Provide real-time technical assistance to reduce the total number of claims requiring technical escalation and reduce the total number of contacts per claim.
·Provide real-time technical subject matter expertise to agents and dealer.
·Perform detailed claim analysis and adjudication per contract terms and contact handling processes.
·Place outbound calls to dealerships regarding the status of submitted claims within client-specified timeframes.
·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 from the CRC.
·Assist dealers via phone and email.
·Walk the dealer through all facets related to the escalating technical concerns.
·Escalate for additional assistance when needed. Manage dealer escalation concerns/issues.
·Document processes where there are no current standards.
·Maintain a positive work environment that fosters team performance; support and contributes to open communication.
·Identify and report all concerns regarding the program to the appropriate Manager.
·Adhere to and support all Percepta business and quality initiatives and company policies and procedures.
·Attend and participate in team meetings.
·Demonstrate leadership capabilities.
What You Bring to the Role:
Education
·High School Diploma required
·Associate’s degree preferred
Experience
·Minimum 2-3 years of customer service experience required
·2 or more years of automotive technical knowledge or position-related experience required.
·Minimum 1-year recent experience as an automotive technician in a powertrain or body/chassis/electrical diagnostic and repair role or equivalent training required
·Diesel, Gas, Hybrid, and EV engine diagnosis and repair experience preferred
·ASE, manufacturer, or state technician certifications in automotive service and/or repair preferred
·Experience managing and maintaining application use preferred
Skills
·Strong communication, customer service, and organizational skills
·Strong problem-resolution and decision-making skills
·Ability to analyze repair shop diagnosis information to determine coverage eligibility
·Ability to speak confidently about repair procedures
·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 solve problems.
·Communicate and articulate in a professional and effective manner both verbally and written.
·Ability to exercise independent judgment and decision-making.
·Reasoning ability and logical thinking.
·A good listener with a proven ability to build relationships with all types of people.
·Strong time management skills, attention to detail, and outstanding follow-up skills.
·The ability to work well under pressure with tight deadlines.
A little bit more about your role:
·Must be able to work onsite in the 17333 Federal Dr. Suite 220 Allen Park, Michigan 48101.
·8-hour shift between 8:00 am – 8:00 pm EST, 5 days per week.
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)
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 on 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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