Technical Support Lead

Position : Technical Skill Area Lead

Department : Technical Service Operations (TSO)

Location : Auburn Hills, MI

Reports to : STAR Center Management

Overview :

The Technical Skill Area Lead will play a critical role within the STAR team by supporting and representing the assigned group of STAR Agents and Master Consultants. This individual will ensure the delivery of high-quality repair guidance, manage and escalate unresolved or emerging issues, and collaborate cross-functionally to meet the needs of the STAR Center. The role also includes overseeing case handling procedures and contributing to the continuous improvement of technical support resources.

Responsibilities :

• Develop, manage, and execute methods to ensure accurate and consistent quality repair guidance for STAR Agents.
• Escalate and track unresolved or emerging technical issues until full resolution.
• Maintain awareness of technical developments and communicate updates within STAR.
• Provide technical support for high-risk case escalations.
• Evaluate and assess cases to identify gaps in technical training and knowledge.
• Work with the STAR Technical Training and Knowledge Management team to recommend enhanced technical training materials.
• Support business partners in achieving STAR Center metrics.
• Serve as a technical advisor and the point of contact for both the Global Commodity Manager and STAR.
• Oversee and evaluate case handling processes and procedures.
• Address FCA Policy Violations.
• Provide ongoing support to STAR Agents and assist in identifying individual training needs.

Requirements :

Skills :

Preferred Qualifications :