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Automotive Technical Consultant

Company: Concentrix
Location: Farmington
Posted on: June 6, 2021

Job Description:

Please Note: Job cannot be performed in the state of Colorado, USA.

Job Title:

Automotive Technical Consultant

Job Description

The Mopar Accessories & Performance Technical Consultant supports dealers, independent repair facilities and consumers in resolving product concerns in a prompt and effective manner. Primary responsibility involves utilizing problem solving and decision-making techniques to make suggestions and/or resolve technical issues related to Mopar Accessories and/or Mopar Performance parts installation or operation. All aspects of daily functions are to provide the highest level of customer satisfaction and enhance the vehicle ownership experience.

The Advisor II, Technical Support responds to basic to complex inquiries of a technical nature including hardware/software, or other designated client products. This position assists external/internal users of the client's technical products or services by answering questions and solving problems involved in their use.

The Mopar Accessories & Performance Technical Consultant supports dealers, independent repair facilities and consumers in resolving product concerns in a prompt and effective manner. Primary responsibility involves utilizing problem solving and decision-making techniques to make suggestions and/or resolve technical issues related to Mopar Accessories and/or Mopar Performance parts installation or operation. All aspects of daily functions are to provide the highest level of customer satisfaction and enhance the vehicle ownership experience.

  • Answering calls & Documenting Case Information
  • Communicate product issues
  • Receive calls regarding products
  • Create/Update cases with clear, concise documentation
  • Advise caller of recommendations made
  • Provide information, data and direction as required
  • Escalate any recurring concerns with no known good information data
  • Perform follow ups on existing cases and close cases as appropriate
  • Fax or forward requested information as appropriate
  • Attend and support Mopar events and shows

Education / Knowledge:

  • High School Graduate or GED equivalent (associate degree or higher preferred)
  • Strong understand of automotive electrical and/or engine drivability systems
  • Mopar Accessories and/or Performance parts knowledge
  • Technical background; good communication skills
  • ASE Certifications in Engine Performance and Electrical a plus

Experience / Skill:

  • Mopar Accessories Mopar Performance and classic vehicle experience, preferably with Chrysler group vehicles
  • Basic PC software knowledge including Windows
  • Strong Keyboarding skills and ability to Multi Task using Multiple Computer Applications

What we offer:

Concentrix provides our associates with:

  • Career Pathing and Advancement Opportunities
  • Competitive salary
  • Monthly performance incentives
  • Health insurance (Eligibility requirements must be met)

Essential Functions/Core Responsibilities

  • Assist external/internal users of the client's technical products or services; identify, investigate, research and provide resolution to user questions and problems
  • Troubleshoot basic to complex customer issues that are technical in nature; including hardware, software, networking, or other designated client products
  • Follow appropriate escalation path to resolve technical issues; including making follow up outbound calls to customers or other parties as needed
  • Solve problems that are generally unstructured and require extensive use of conceptual thinking skills
  • Serve as a resource to other support personnel
  • Ensure service delivered to our customers meets contractual Key Performance Indicator ('KPIs')
  • Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
  • Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
  • Clarify customer requirements; probe for understanding
  • Prepare complete and accurate work including appropriately notating accounts as required
  • Participate in activities designed to improve customer satisfaction and business performance
  • Log all incoming calls and accurately complete case notes in the call tracking database

Candidate Profile

  • Achieve and maintain recognized and applicable technical certification(s)
  • Relevant technical expertise related to program (i.e. hardware, software, networking, data storage, troubleshooting, repair and sales)
  • Advanced knowledge of client technical systems
  • Courteous with strong customer service orientation
  • Ability to effectively communicate, both written and verbally
  • Ability to learn including strong problem solving skills
  • Dependable with proficient attention to detail
  • Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly
  • Ability to work as a team member, as well as independently with minimal supervision
  • Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner
  • Able to rotate shifts, as needed
  • Based on location and/or program, additional experience/skills may be required
  • Job requirements may vary by country and will not contravene any local laws

Career Framework Role

Has program required basic skill set to perform routine tasks within simple processes but lacking program/product specific knowledge. Works with close supervision and clearly defined procedures. Starting to demonstrate familiarity with client terminology, operating standards and procedures. Starter without sustained metric performance levels .

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.

Location:

USA Farmington Hills MI

Language Requirements:

Time Type:

Keywords: Concentrix, Farmington , Automotive Technical Consultant, Other , Farmington, New Mexico

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