Automotive Technical Support Representative
We work alongside the best and brightest to do incredibly cool things you wouldn't believe. At Roush, you're part of building the future. Are you someone that has a passion for providing innovated solutions to complex challenges? Do you want to work someplace where creativity and new ideas are encouraged? If so, then keep reading.
We fuse technology and engineering to provide product development solutions to customers in a diverse range of industries. Widely recognized for providing engineering, testing, prototype, and manufacturing services to the transportation industry, Roush also provides significant support to the aerospace, defense and theme park industries. With over 2,400 employees in facilities throughout the United States, Europe, Asia, and South America, our unique combination of creativity and tenacity activates big ideas on a global stage.
Roush is searching for an Automotive Technical Support Representative to join its growing team! The Automotive Technical Support Representative plays a critical role in accepting, working, and ultimately closing technical and warranty support cases from end users and service centers. In this role, you will communicate directly with customers through email, phone, and cases within the warranty system. You will utilize personal knowledge, the knowledge base, and technical publications and documentation to resolve issues. The Automotive Technical Support Representative plays a critical role in developing our knowledge base. This position is located at our facility in Livonia, MI.
As an Automotive Technical Support Representative, you will be responsible for:
- Handling technical support/warranty phone calls and cases to resolution, or escalating when necessary
- Placing warranty part replacement orders and submitting for payment approval
- Searching, writing, and contributing new knowledge articles to the knowledge database
- Negotiating labor discrepancies for warranty claims and escalating when necessary
- Handling advanced product specification questions
- Handling Roush Diagnostic Tool support questions
- Assisting with hands-on repairs on an as-needed basis
As an Automotive Technical Support Representative, you will need:
- Minimum high school diploma or equivalent with 2+ years of automotive technician experience OR equivalent combination of education and automotive technician experience
- Experience in troubleshooting late-model engine drivability concerns
- Excellent verbal and written communication skills with an emphasis on technical content and strong computer proficiency including Microsoft Office Suite
- Well-developed problem-solving techniques and the patience to work through challenging repairs
- Strong desire to develop new skills and expand knowledge of alternative fuel technologies
- Consistent follow-through, with a commitment to creating a positive customer experience through every interaction
A successful candidate may also have:
- Prior experience with Salesforce
- Prior experience using Ford Professional Technician Society, Ford Integrated Diagnostics Software, and/or On-board Diagnostics (OBD) scan tools
- Experience working in a contact center environment
- Experience as an electrical technician or a dealership technician
- Experience with liquid propane gas (Liquified Petroleum Gas) and/or compressed/liquid natural gas (CNG/LNG)
Our full-time benefits include: medical, dental, vision, life insurance, earned sick time, STD, LTD, 401K, tuition reimbursement, paid vacation, paid holidays, and more.
If you share our passion for providing innovative solutions to complex challenges, we want you on our team.
Please visit our careers page and apply by clicking on this link: https://jobs.roush.com/us/en/
Visit our website: www.roush.com
Like us on Facebook: www.facebook.com/RoushCareers
Roush is an EO employer – Veterans/Disabled and other protected categories
If you need a reasonable accommodation for our employment application process due to disability, please contact Roush Talent Acquisition at 734-779-7087.