Dealership Management Systems (DMS) Support Jobs

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Automotive Repair Technical Support Specialist

eTeam Inc Auburn Hills, MI

Auburn Hills, MI

Today

$27 - $29/hr Full time Automotive Dealership Dealership Management

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Job Description

This onsite role in Auburn Hills, MI provides technical diagnostic support to the Dealer Network, guiding dealer technicians through a defined six-step process and actively managing calls and tickets to maintain high customer satisfaction. Compensation ranges from USD 27 to 29 per hour.

Responsibilities

Respond to inbound automotive inquiries and tickets from the Dealer Network, delivering diagnostic guidance to dealer technicians.
Resolve automotive concerns through the prescribed six-step diagnostic process.
Provide technical support to colleagues in Quality, Engineering, and Technical Advisors as needed.
Escalate or communicate product issues to Quality, Engineering, and Technical Advisors when appropriate.
Offer information, data, and direction using all available tools and resources.
Access and research databases for relevant automotive products and repair information.
Obtain product information updates from liaison representatives or databases.
Follow up on existing tickets and close them once a resolution is achieved.
Maintain high levels of customer satisfaction through accurate and timely technical support.
Share product issues and insights with Quality, Engineering, and Technical Advisor teams as needed.
Document and update ticket status in accordance with resolution protocols.
Support continuous improvement by conveying feedback and technical findings to internal teams.

Requirements

High School Diploma or GED equivalent.
Minimum of 1 to 2 years of hands-on automotive repair experience, or a Bachelor's Degree, or a Technical Trade School Certificate in automotive-related fields.
Strong automotive diagnostics and troubleshooting capabilities.
Hands-on experience with vehicle repair.
Experience in dealer technical support or customer service roles.
Knowledge of automotive systems including engine, electrical, transmission, and brakes.
Problem solving and root cause analysis skills.
Familiarity with diagnostics and repair tools and dealer information software.
Intermediate computer proficiency, including Word and keyboarding.

Technologies

Microsoft Office Suite (Word, Excel, Outlook) and Teams
Dealer Information Software
Diagnostics Tools
Internal ticketing and call management systems
Client's North America Product databases

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