What are the responsibilities and job description for the Technical Skill Area Lead - CP2870 (1393320)-Technical Service Operations position at TOOGANN TECHNOLOGIES?
Description :
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 of 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.
Additional Responsibilities :
Tech Advisor point of contact at STAR
Global Commodity Manager point of contact at STAR
Additional technical resource 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
Proficient 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.
Preferred Qualifications :
Experience in Technical Assistance case handling.
Understanding of dealership service & parts processes and operations
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Raymond, OH
Full Time