Automotive Repair Technical Support Specialist

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