Requisition Title

Description

Position Summary

The Powertrain Assistance Center (PAC) Technical Representative II reviews technical and diagnostic information, digital photos and supporting documentation to provide detailed technical analysis and claims adjudication for repair requests from independent automotive repair facilities in support of the company's powertrain warranty business.

Duties and Responsibilities

• Receive inbound calls from competitive make dealerships and independent repair facilities regarding powertrain warranty claims adjudication per contract terms and contact handling processes
• Receive inbound calls from F/L dealerships, competitive make dealerships, independent repair facilities, and vehicle owners regarding warranty process/policy and claims adjudication per contract terms and contact handling processes.
• Receive inbound calls from independent inspectors taking verbal inspections reports and documenting them in the appropriate systems
• Receive inbound emails from 3rd party vendors and process warranty claims for Motorcraft products.
• Review digital photographs, and supporting documentation
• Provide real time powertrain related technical assistance to competitive make dealerships and independent repair facilities
• Perform detailed claim analysis and adjudication per contract terms and contact handling processes
• Place outbound calls to independent repair facilities and dealerships providing claim approval/denial details
• Communicate with dealers and repair facilities in a professional, knowledgeable, empathetic manner pertaining to claim adjudication and concerns if authorization will not be provided
• Provide assistance to F/L dealerships inquiring about the national powertrain network (NPN)
• Provide assistance to F/L dealerships submitting powertrain warranty registrations
• Properly log all dealer contacts into appropriate contact system, to allow for an accurate historical view of contacts from the CRC

Education

• Highschool diploma, or equivalent, Automotive technical based degree from college or technical/vocational school or equivalent industry experience.

Skills

• Ability to analyze repair shop diagnosis information to determine coverage eligibility
• Ability to read and understand workshop manual and electrical schematics
• Ability to speak confidently about repair procedures
• Proficiency with part numbers and parts catalog supersession pertaining to powertrain assemblies
• Excellent interpersonal skills
• Ability to use conflict resolution and negotiation skills to resolve difficult contacts from an automotive technical perspective
• Strong working knowledge of the Internet, computers, and software (MS Office products, Internet Explorer, etc.)
• Flexibility and adaptability in a fast-paced environment
• Ability to analyze and solve problems
• Communicate and articulate in a professional and effective manner both verbally and written
• Ability to provide technical coaching and feedback to TSR I & II level agents
• Ability to exercise independent judgment and decision making
• Reasoning ability and logical thinking
• Strong computer and typing skills - speed and accuracy of 40-60 WPM required
• Intermediate computer skills required, i.e. Web Browsing, Email
• Two years of customer service experience with an emphasis on chat required
• Ability to maintain the highest level of confidentiality
• Basic knowledge of Microsoft Outlook, Excel, and Word preferred
• Ability to work in a team fostered environment

Other:

• Must be able to interact with all internal and external departments and contacts in a courteous and professional manner.

Percepta requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment. Percepta is an Equal Opportunity Employer.