DTS is looking for Field Support Technician for our client in Smyrna, TN. Field Support Technician (Auto Repair) Replies to TECH LINE cases via email or phone, and/or responds to chat line from dealership service technicians and provides them with technical information on the diagnosis and repair of customer vehicles. Collects and documents technical information on new vehicle incidents requiring repairs; prepares reports regarding such incidents for further investigation by engineering staff. Job Functions - Provides help desk technical assistance and direction to dealership service technicians regarding vehicle maintenance, service or repair.Provides support consistent with brand values, profitability and cost reduction goals.
- Documents all cases with required information; searches database for similar and related matches; updates existing reports and closes out completed reports. Analyzes decisions from the customer’s viewpoint and recommends actions with the customer needs and values in mind.
- Provides feedback from dealership technicians regarding countermeasure procedures. Teams with people from other organizations, independent of borders (functions, regions and affiliates) to complete reporting requirements.
- As necessary, performs other related duties of which the above are representative.
Minimum Qualifications - Job Knowledge and Skill: Thorough knowledge of the maintenance and repair vehicles; well-versed in use of technical service manuals and tools. Good interpersonal and communications 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. This role requires solid understanding of total vehicle diagnosis and repair.
- Computer Skills: Knowledge of word processor, spreadsheet, other PC applications, etc. to output routine products with similar, non-creative formats. Typing speed of 30wpm or better. to TECH LINE cases via email or phone, and/or responds to Chat line from dealership service technicians and provides them with technical information on the diagnosis and repair of customer vehicles. Collects and documents technical information on new vehicle incidents requiring repairs; prepares reports regarding such incidents for further investigation.
- Additional information from Kick off Call
- Answer 6 -15 calls per day when they are new, will send 20-30 emails on a busy day
- They communicate with dealership with wearable device with camera ,phone, email, screen share with PC
- About 30 specialists in the room
Look for some dealership experience, or auto repair experience will mean a lot more than a technical school. - Looking for a generalist from any auto dealer
- If they don’t know EV’s they will learn when they get there
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