FCA US, LLC Dispute Resolution Technical Analyst in Center Line, Michigan
The Dispute Resolution Technical Analyst will support contact center Specialists (Dispute Resolution Top Care) with resolving customer vehicle concerns in a prompt and effective manner. They will act on behalf of Customer Care as a liaison to the Technical Service Operations (TSO), Product Quality and Field Operations organizations. The Dispute Resolution Technical Analyst must be able to ask probing questions, identify issues, provide accurate assistance and guidance and monitor each case where they are engaged until final outcome all while providing a high level of customer service and enhancing the vehicle ownership experience.Key areas of responsibility include:bull;Review and monitor cases until resolution is reached, escalating to/engaging Technical Service Operations (TSO), Product Quality and Field Operations as appropriatebull;Act as single point of contact for Dispute Resolution and Top Care Specialists for technical questions and supportbull;Communicate product issues across Customer Care, Technical Service Operations (TSO), Product Quality and Field Operationsbull;Provide information, data and direction using all tools availablebull;Obtain FCA US product information or updates from liaisons or databasesbull;Identify cases that do not appear to be progressing in a timely manner, and determine next steps with SpecialistsBasic Qualifications:bull;Experience in automotive repairbull;Must have strong written and verbal communication skills, to address both internal and external customersbull;Ability to multitask and prioritize in a fast-paced work environmentbull;Proven automotive technical understandingbull;Proficient in G-Suite/Microsoft OfficePreferred Qualifications:bull;Automotive repair experience of at least 3 years (FCA US experience preferred)bull;Knowledge of diagnostic and repair tools and dealer information softwareOur benefits reflects the FCA commitment to helping you reach your personal and professional goals. In addition to an environment that promotes career development, we offer benefits for a healthy lifestyle and a rewarding future, designed to take care of you and your family, in various stages of life.As a global company, our employee packages will vary by country, customary norms and the legal entity into which you are hired.Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled.