Pre-Assessment Agent L3 (Automotive) /Automotive mechanic/automotive technician/Motor vehicle techn

Job Description

Job Description

Job Title: Pre-Assessment Agent L3 (Automotive)

Location: Troy, MI (BULK HIRING POSITION ) (ONSITE)

we are seeking skilled mechanics with advanced

troubleshooting and diagnostic capabilities. If you are the

mechanic in the shop that solves the impossible, we would love to

hear from you. Are you looking for a break from shop life. Are you

interested in an office position that requires your skills and

talents. If you are an aspiring mechanic B level or higher, we

would love to hear from you.

● As a pre-assessment agent Level 3 Automotive Software Product

Support, you will be responsible to provide direct support to Client

dealerships for diagnostic software and hardware issues related

to specific vehicle modules and systems, to supplement the

escalation process through the Technical Assistance Center

● Provide initial response to the dealers, acknowledging the issue

● Provide a solution to the dealers and technicians over the phone,

e-mail and through the Global Technical Assistance Center

(GTAC) system

● Simple to complex issues handling inquiries from the dealers and

technicians with high accuracy and efficiency

● You will ensure compliance to all company and business policies,

administer all open requests, and ensure appropriate escalations

or closure of the requests

● You should have a working knowledge on automotive hardware,

software issues, causes and remedies

● You will learn and process all software systems and related

hardware in-scope

● You should ensure seamless and friction-less issue closure with

focus on the accurate and timely solution provided to the

Technicians

● Review and validate TSR’s (Technical Service Requests) from

dealers/technicians including validating issue related historical

data and information in client systems

● Escalate in a timely and professional manner any issues that

prevent the completion of tasks and achievement of SLA and

targets

● Respond and act in a timely professional manner any escalations

received

● You will document and maintain contact records, solutions and

troubleshooting steps for future reference.

● You will provide training and guidance to dealer technicians on

best practices for software updates and module integration.

● You will stay up to date with new vehicle technologies, software

releases and diagnostic tools.

● You will use remote diagnostic tools to analyze and address

vehicle system issues and help troubleshoot advance vehicle

system faults.