What are the responsibilities and job description for the Technical Skill Area Lead position at Optimal Inc.?
Technical Service Operations (TSO) is currently seeking a highly skilled, solutions-oriented Technical Skill Area Lead to join the Service Technical Assistance Resource (STAR) team. The Technical Skill Area Lead will be responsible for supporting and representing the respective STAR Agents and Master Consultant as a technical resource for their assigned commodities. The technical lead will develop and implement internal methods to ensure quality repair guidance offered to dealer technicians. The employee will manage, track and report on all emerging and unresolved issues within the assigned group. The individual must work cross-functionally with organizations to ensure the needs of the STAR Center are met. The role will also include oversight of case handling processes and procedures.
Responsibilities Include:
- Develop, manage, and execute internal methods to maintain accurate and consistent quality repair guidance
- Ensure emerging and unresolved issues are escalated and tracked until resolution Maintain awareness and provide communication of technical developments affecting STAR
- Manage and provide technical support for high-risk case escalations, through case evaluation and assessment
- Identify gaps in available technical training reference material and individual agent technical knowledge
- Work with the STAR Technical Training and Knowledge Management team to make recommendations on enhanced technical training development; support business partners in achieving established STAR Center metrics.
- Tech Advisor point of contact at STAR
- Global Commodity Manager point of contact at STAR
- Additional technical resources for Master Consultants and Agents
- Unresolved/Emerging Issues Identification
- Case Technical Evaluation & Guidance of Agents
- STAR Management Inbox support
- Identification of individual Agents' technical training needs
- Handle Policy Violations
- Case Handling Process and Procedure Oversight
Requirements:
- 3-5 days onsite per week
- Minimum of five to ten years of automotive repair experience
- Bachelor's degree in Business, Engineering, Automotive Technology
- Strong analytical, communication, and coaching skills
- Self-motivated, strategic thinker with a willingness to work with others.
- Project/Process Management experience Proficiency in Microsoft Office
- - Excel, Access, PowerPoint, etc.
- Ability to multi-task and prioritize in a fast-paced work environment.
- Demonstrated ability to achieve goals under minimal supervision.
- Experience in Technical Assistance case handling.
- Understanding of dealership service & parts processes and operations
