Automotive Technical Subject Matter Expert

Description Description - External At Percepta, we bring first-class service across each market we support. As a Technical Support Specialist, youu2019ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture. What Youu2019ll Be Doing The Technical Specialist is responsible for assisting the CX/DX teams and CX/DX Specialists with automotive technical expertise, customer support, and reviewing high-dollar claims for technical approval. These efforts reduce the need for rental cars for customers and provide technically sound repair procedures to resolve customer concerns. The Technical Specialist is to support all customer contact channels that have customer-initiated technical concerns related to client vehicles. A primary responsibility for this position will be to reduce days-to-close for cases opened due to repair concerns, by 1) reviewing technical communications between dealers and Client Technical resources, 2) working with the operations, leadership, and business partners on process improvement ideas,3) reviewing technical resources to determine course repair 4) completing escalations to Technical Center (TAC) 50 technical review of high dollar cases. During a Typical Day, Youu2019ll Review Technical Assistance Requests (TAR) cases for accuracy u25aa Liaison between Dealership Service Manager and Technicians, Field Service Engineer (FSE), and Customer u25aa Review technical review of high dollar cases u25aa Help CX/DX Specialists interpret GCQIS u25aa Participate in CX/DX Specialist training (such as Vehicle training) u25aa Conduct weekly 15-minute huddles u25aa Validate/assist with dealer to dealer workmanship issues u25aa Communicate with CX Specialists on tech issues; updates, and resolutions u25aa Provide metrics to management for the monthly tech reporting u25aa Review UVIC documentation requested by Prior Approval and update claim accordingly u25aa Work on other activities and/or projects as requested by management u25aa Work schedule will support the largest client volume and may occasionally be required to support client What You Bring to the Role u25aa Associateu2019s or Bacheloru2019s degree, or equivalent work-related experience u25aa Automotive Service Excellence (ASE) or OEM parts certifications a plus Experience u25aa 3 to 5 years of parts or technical experience u25aa Parts or Technical background u25aa Strong written and oral communication skills with all levels of the organization u25aa Strong customer service, interpersonal and relationship-building u25aa Strong multi-tasking u25aa Strong organizational, time management, planning and problem solving u25aa Strong Team building skills, to work well within a close team environment u2013 self-sufficient, resourceful and works well with minimal supervision u25aa Ability to be self-motivated and self-directed u25aa Detail-oriented u25aa Ability to demonstrate a high degree of professionalism u25aa Computer skills: Intermediate Microsoft Word, Excel, Outlook and Internet. Beginner Microsoft Access would be an asset Other u25aa Call center environment, open 24/7 u25aa Must be able to interact with all internal and external departments and contacts and represent Percepta professionally with all clients, external organizations and contacts. What You Can Expect Competitive Salary with Incentives Health/Dental/Vision/Life Insurance Flexible Spending Account (FSA) and Health Savings Account (HSA) 401(k) with company match Vacation/Sick Time and Paid Holidays Tuition Reimbursement Employee Assistance Program Employee Discount Program Training and Development Programs (Percepta College) Employee Rewards Program (Perci Perks) A Bit More About Your Role Hours of operation are Monday-Friday: 7:00 am u2013 7:00 pm CT and an 8-hr shift would fall somewhere in between. Shifts are assigned during training. About Percepta Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support. Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we: + Lead with humility u2013 We listen first, lead with empathy, and stay groundedu2014so people and ideas have room to grow. + Service beyond self u2013 We serve othersu2014clients, customers, and teammatesu2014with care and integrity in every interaction. + Leave it better u2013 We take ownership and leave every process, person, and place better than we found it. + Win together u2013 We succeed as oneu2014celebrating, supporting, and showing up for each other. + Deliver remarkable u2013 We go beyond expectations to create bold, meaningful moments that stand out. Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way. #LI-remote Primary Location: US-TX-HoustonReq ID: 049YB

Created: 2026-01-28