Techline Specialist

Job Title: Automotive Technical Specialist
Location: Smyrna, TN
Engagement Type: Contract
Work Hours: 7am - 4pm Central time
Work Type: Onsite 4 days per week, 1 day remote
Saturday Schedule: Work about every 6th Saturday from 8am - 2pm
Rate: $30 per hour
Benefits: Health, Vision, Dental, Paid time off, 401(k), Flexible schedule

About the Role:
We are seeking a dedicated and knowledgeable Techline Specialist to join our Field Quality Center in Smyrna, TN. This role is crucial in providing technical support and assistance to dealership service technicians, ensuring that customer vehicles are diagnosed and repaired efficiently.
Key Responsibilities:
Respond to TECH LINE cases via email, phone, or chat, providing technical information on vehicle diagnosis and repair.
Collect and document technical information on new vehicle incidents requiring repairs and prepare reports for further investigation by engineering staff.
Provide help desk technical assistance and direction to dealership service technicians regarding vehicle maintenance, service, or repair.
Document all cases with required information, search the database for similar matches, update existing reports, and close out completed reports.
Analyze decisions from the customer's viewpoint and recommend actions with customer needs and values in mind.
Provide feedback from dealership technicians regarding countermeasure procedures to various departments.
Collaborate with people from other organizations to complete reporting requirements.
Minimum Qualifications:
Job Knowledge and Skill: Thorough knowledge of the maintenance and repair of vehicles; well-versed in the use of technical service manuals and tools. Good interpersonal and communication skills.
Experience: 2-4 or more years of increasingly responsible administrative experience, plus one or more years of directly related professional level experience.
Education: AA degree preferred. Consider equivalent related college or technical courses, seminars, and in-house classroom training. Certification as an ASE Master Technician is required. This role requires a solid understanding of total vehicle diagnosis and repair.
Computer Skills: Proficiency in word processing, spreadsheets, and other PC applications. Typing speed of 30wpm or better.
Interview Process:
The interview process includes three steps:
First interview: One hour
Second interview: Two-hour technical assessment
Third interview: 6-7 hours
Additional Information:
Answer 6-15 calls per day when new, and send 20-30 emails on a busy day.
Communicate with dealership using wearable devices with camera, phone, email, and screen share with PC.
Approximately 30 specialists in the room.
Dealership experience or auto repair experience is highly valued.
Generalists from any auto dealer background are welcome.
EV knowledge is not required initially; training will be provided.
Behavior Characteristics:
Strong analytical and problem-solving skills.
Ability to work independently and as part of a team.
Excellent customer service orientation.
If you are passionate about automotive technology and have the skills and experience required, we encourage you to apply for this exciting opportunity. Join us in delivering exceptional service and support to our dealership network and customers.