Technical Support Lead

Position: Technical Skill Area LeadDepartment: Technical Service Operations (TSO)Location: Auburn Hills, MIReports to: STAR Center ManagementOverview:The Technical Skill Area Lead will play a critical role within the STAR team by supporting and representing the assigned group of STAR Agents and Master Consultants. This individual will ensure the delivery of high-quality repair guidance, manage and escalate unresolved or emerging issues, and collaborate cross-functionally to meet the needs of the STAR Center. The role also includes overseeing case handling procedures and contributing to the continuous improvement of technical support resources.Responsibilities:Develop, manage, and execute methods to ensure accurate and consistent quality repair guidance for STAR Agents.Escalate and track unresolved or emerging technical issues until full resolution.Maintain awareness of technical developments and communicate updates within STAR.Provide technical support for high-risk case escalations.Evaluate and assess cases to identify gaps in technical training and knowledge.Work with the STAR Technical Training and Knowledge Management team to recommend enhanced technical training materials.Support business partners in achieving STAR Center metrics.Serve as a technical advisor and the point of contact for both the Global Commodity Manager and STAR.Oversee and evaluate case handling processes and procedures.Address FCA Policy Violations.Provide ongoing support to STAR Agents and assist in identifying individual training needs.Requirements:Onsite Work: 3-5 days per week.Experience: Minimum of 5-10 years in automotive repair.Education: Bachelor's degree in Business, Engineering, or Automotive Technology.Skills:Strong analytical and communication skills.Experience in Project/Process Management.Proficiency in Microsoft Office (Excel, Access, PowerPoint).Ability to work in a fast-paced environment and manage multiple tasks.Self-motivated with a strategic mindset and ability to work with minimal supervision.Preferred Qualifications:Experience in technical assistance case handling.Understanding of dealership service & parts processes and operations.

Created: 2025-03-07