Automotive Technical Specialist
4 weeks ago
Job Summary
We are seeking a highly skilled Automotive Technical Specialist to join our team at Parsons Corporation. The successful candidate will be responsible for conducting audits of safety inspection and emissions inspection data to ensure compliance with established control procedures.
Key Responsibilities
- Perform audits of safety inspection and emissions inspection data by examining records, reports, operating practices, and documentation.
- Obtain, analyze, and evaluate documentation, previous reports, data, etc.
- Complete audits by documenting audit findings.
- Handle program inquiries via telephone calls, emails, web-tickets, video, and chat interactions from inspection centre representatives.
- Ensure scheduled audits are performed within the expected quality standards.
- Communicate audit results with inspection centre staff.
- Analyze and revise reports from senior auditors.
- Ensure audits are thorough, concise, and contain actionable information by writing reports summarizing audit findings.
- Assist as a subject matter expert to assist with the design and development of standard operating procedures, guiding documents, templates, and user guides.
- Perform QA testing and evaluation of new technology or updates to existing equipment.
- Work with internal development groups to manage equipment rollout.
- Act as a point of contact for assistance with policy/program information.
- Provide technical support to callers for equipment.
- Foster relationships with inspection centre representatives.
- Handle sensitive and complex issues in a timely and accurate manner.
- Demonstrate ability to qualify an issue, troubleshoot, and if needed, transfer to the appropriate support team for resolution.
- Interact and liaise with internal and external departments to review and resolve customer concerns.
- Proactively manage key performance indicators and achieve department target response time for calls, chats, emails, and web-tickets.
- Achieve Quality Assurance targets.
- Maintain service levels and adhere to departmental statistics.
- Work with minimal supervision within departmental defined procedures.
- Work independently and as part of a team, with changing time constraints.
- Proactively call out to customers when needed for service-related matters.
- Participate in special projects and perform other duties as required.
Qualifications
- 310T Certification
- Practical experience with a minimum of 3 years in an automotive service or advisor role
- Minimum 5 (five) year customer service experience, preferably in the Call Centre and/or automotive industry is preferred with a focus on a Technical Support role.
- Pleasant telephone manner; excellent written and verbal communication skills
- Post-secondary degree or diploma preferred.
- Strong PC skills, knowledge of (MS Office Suite e.g., Word, Excel, PowerPoint etc.)
- Strong problem-solving, decision-making, and negotiating skills.
- Ability to handle challenging situations by exhibiting composure and empathy.
- Ability to multitask, quickly adapt to new information and procedures.
- Strong analytical and good mechanical/technical aptitude would be a definite asset.
- Must be willing to work a 40hr/week shift that ranges between Monday to Friday, between the hours of 8.00 AM and 6:00 PM; Saturday and Sunday 9.00 AM and 3:00 PM.
- Hybrid work schedule with both in-office and remote (home) work.
- Must be flexible to work Canadian holidays.
- Must be flexible to work remotely.
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