Automotive Technical Service Representative

SUMMARY

Join our team as a Technical Service Representative for Techline, where you'll play a pivotal role in supporting retailer technicians by providing expert guidance through the Technical Help Line.

You'll leverage your hands-on experience, research skills, and sound judgment to recommend effective repairs for customer, retailer, and fleet vehicles.

You'll also contribute to enhancing the customer experience by creating or updating North Star cases and collaborating with departments like Customer Advocacy, Parts Information Coordinators, Claims, and more.

This role offers opportunities to tackle special projects, grow your expertise, and make a meaningful impact on our technical support operations.

LOCATIONS

This position can be based at any of the following locations:


* Pennsauken, NJ (Corporate Headquarters)


* Huntersville, NC (ATC-Charlotte)


* Dublin, Ohio (ATC-Columbus)


* Bloomington, MN (ATC-Minneapolis)


* Aurora, CO (ATC-Denver)

RESPONSIBILITIES


* Provides technical assistance to retailer technicians to aid in the repair of customer conditions.

Ensures that all cases are properly documented in North Star, including diagnosis, suggestions, troubleshooting, and final repairs.


* Oversees resolution of priority and difficult issues as they relate to repair and troubleshooting of the Subaru product.

Leverages resources and hands-on experience to identify and provide recommendations and rational course of action to retailer staff.


* Collects information and data then applies professional understanding, knowledge, and judgement to determine the correct course of action.

May guide a retailer on a course of action that could have potentially significant repair costs.


* Follows up on their open/pending cases to ensure repairs have been completed.


* Ensures that assigned special projects are completed in a timely manner.


* Determines which cases should be escalated to the District Service Quality Manager (DSQM) or District Parts & Service Managers (DPSM) when additional information has not been supplied, the vehicle has been in two (2) times or more or is ten (10) days out of service for the condition presented by the customer with the goal of improving customer retention and satisfaction.


* Stays current on latest conditions/repair suggestions, troubleshooting and diagnostic information through regular communication with teammates and other departments.

Shares new information with the team.

ADDITIONAL RESPONSIBILITIES


* Analyzes Subaru Select Monitor data files to identify problems.

If necessary, works with North American Subaru, Inc.

(NASI) to a resolution unless it is determined it is a normal operating characteristic.


* Participates in bi-weekly meetings with the other Technical Service Representatives to review new or updated information provided by Field Quality Assurance (FQA) or NASI.

Presents an overview of interesting, difficult, or upcoming issues being repor...