Technical Service Representative II

• Receive inbound calls from competitive make dealerships and independent repair facilities regarding powertrain warranty claims adjudication per contract terms and contact handling processes
• Receive inbound calls from F/L dealerships, competitive make dealerships, independent repair facilities, and vehicle owners regarding warranty process/policy and claims adjudication per contract terms and contact handling processes
• Receive inbound calls from independent inspectors taking verbal inspections reports and documenting them in the appropriate systems
• Receive inbound emails from 3rd party vendors and process warranty claims for Motor craft products
• Review digital photographs and supporting documentation
• Provide real time powertrain related technical assistance to competitive make dealerships and independent repair facilities
• Perform detailed claim analysis and adjudication per contract terms and contact handling processes
• Place outbound calls to independent repair facilities and dealerships providing claim approval/denial details
• Communicate with dealers and repair facilities in a professional, knowledgeable, empathetic manner pertaining to claim adjudication and concerns if authorization will not be provided
• Provide assistance to F/L dealerships inquiring about the national powertrain network (NPN)
• Provide assistance to F/L dealerships submitting powertrain warranty registrations
• Properly log all dealer contacts into appropriate contact system, to allow for an accurate historical view of contacts from the CRC

• High School Diploma or equivalent
• Minimum 2-3 year of customer service experience
• Minimum 1-year recent experience as an automotive technician in a powertrain or body/chassis/electrical diagnostic and repair role or equivalent training - preferred
• Ability to analyze repair shop diagnosis information to determine coverage eligibility
• Ability to read and understand workshop manual and electrical schematics
• Ability to speak confidently about repair procedures
• Proficiency with part numbers and parts catalog supersession pertaining to powertrain assemblies
• 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 provide technical coaching and feedback to TSR I & II level agents
• Ability to exercise independent judgment and decision making
• Reasoning ability and logical thinking
• Strong computer and typing skills – speed and accuracy of 40-60 WPM required
• Intermediate computer skills required, i.e. Web Browsing, Email
• Two years of customer service experience with an emphasis on chat required
• Ability to maintain the highest level of confidentiality
• Basic knowledge of Microsoft Outlook, Excel, and Word preferred
• Ability to work in a team fostered environment
• Ability to work in a multi-tasked environment, while prioritizing and organize work

Basic knowledge of Microsoft Outlook, Excel, and Word preferred

• Culture of Service
• Teamwork
• Respect
• Proactive
• CareerGrowth
• Diversity
• Competitive Compensation
• programs that offer incentives and promote physical, mental, and financial wellness