Automotive Technical Support Specialist

Provide remote technical support for OEM automotive dealership technicians by diagnosing software-related issues and guiding escalation paths. This fully onsite role is based in Farmington Hills, MI, using OEM remote diagnostic tools and a proprietary ticketing portal to ensure timely, accurate issue resolution.

Location and Work Arrangement

• Worksite: Farmington Hills, MI (Fully Onsite)
• Schedule: Full-Time, 40 hours per week (8 hours per day)
• Operating windows: Monday through Saturday with shifts scheduled within 8:30 AM to 5:00 PM and 11:30 AM to 8:00 PM (Saturday rotation)
• Saturday hours: 8:30 AM to 5:00 PM
• Shift flexibility: Ability to work a flexible 8-hour shift within the operating windows to support changing business needs, including a Saturday rotation

Responsibilities

• Acknowledge and respond to incoming dealer inquiries efficiently to create a strong initial contact experience.
• Use OEM remote diagnostic tools, defined workflows, digital repair manuals, and technical knowledge articles to investigate and resolve issues.
• Provide clear guidance to dealership technicians by phone and through a proprietary ticketing portal.
• Support frictionless issue closure by focusing on fast, highly accurate software solutions.
• Coordinate with cross-functional teams, including Engineering, Quality, and Over-the-Air (OTA) departments, to deliver accurate repair guidance.
• Escalate complex technical blocks in a professional, timely manner to protect service level agreements (SLAs).
• Manage inbound escalations quickly and professionally to maintain customer service excellence.

Required Qualifications

• Education: High school or equivalent (High School Diploma or GED)
• Experience: 3 years minimum
• Strong baseline knowledge of automotive mechanics, parts, or dealership operations.
• Comfort working with computers, navigating software platforms, and typing while speaking.
• Excellent customer service skills with a professional phone presence.
• Typing requirement: ability to type at an intermediate speed of at least 25 words per minute.
• Diagnostic experience: provide a brief description of experience with automotive diagnostics, troubleshooting, or vehicle systems (examples include experience in a garage, shop, parts counter, or automotive tech school).
• OEM tools experience: indicate whether you have used OEM software, scan tools, or digital repair manuals, and list the tools (examples include Mitchell1, ALLDATA, or proprietary dealer software).
• Availability to work a flexible 8-hour shift within the listed operating hours (Monday through Saturday, with shifts ranging from 8:30 AM to 8:00 PM and including a Saturday rotation).

Technologies

• OEM (Original Equipment Manufacturer) software
• Scan tools
• Digital repair manuals
• Mitchell1
• ALLDATA
• Proprietary dealer software

Compensation and Benefits

• Hourly pay: USD 19 - 20 per hour
• Pay rates listed: Min Pay Rate $20.00 per hour; Max Pay Rate $20.00 per hour; Pay $19.00 - $20.00 per hour
• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance