**Description** **_Powertrain Assistance Center (PAC)_** At Percepta, we bring first-class service across each market we support. As a **_Technical Representative II_** in **_Melbourne Florida_** , you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture. **What You’ll Be Doing** + 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 3 rd party vendors and process warranty claims for Motor craft 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. **What You Bring to the Role** * High School Diploma or equivalent * Minimum 2-3 year of customer service experience * Minimum 1-year recent experience as an automotive technician in a powertrain or body/chassis/electrical diagnostic and repair role or equivalent training - preferred **A Bit More About Your Role** * 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 * Ability to work in a multi-tasked environment, while prioritizing and organize work **About Percepta** Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients. Our values are the heartbeat of our organization, and we live, breath and play by them _every_ _day_ . As a Percepta team member, you can expect: **Culture of Service** - to be treated like you are the customer from day one **Teamwork** – belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value in your contributions **Respect** – a team that is accountable, dependable and gives you their full attention **Proactive** – to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization **Career** **Growth** - lots of learning opportunities for aspiring minds **Diversity** - be a part of our growing diverse and community-minded organization that is all about having fun! **Competitive Compensation** – we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness. _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._ **Primary Location:** US-FL-Melbourne **Req ID:** 045PN