Automotive technician Lead

Job **Technical Service Operations (TSO) is currently seeking a highly skilled, solutions-oriented Technical Skill Area Lead to join the Service Technical Assistance Resource (STAR) team. The Technical Skill Area Lead will be responsible for supporting and representing the respective STAR Agents and Master Consultant as a technical resource for their assigned commodities. The technical lead will develop and implement internal methods to ensure quality of repair guidance offered to dealer technicians. The employee will manage, track and report on all emerging and unresolved issues within the assigned group. The individual must work cross functionally with organizations to ensure the needs of the STAR Center are met. The role will also include oversight of case handling processes and procedures. Responsibilities ** Develop, manage, and execute internal methods to maintain accurate and consistent quality repair guidanceEnsure emerging and unresolved issues are escalated and tracked until resolutionMaintain awareness and provide communication of technical developments affecting STARManage and provide technical support for high risk case escalationsThrough case evaluation and assessment, identify gaps in available technical training reference material and individual agent technical knowledgeWork with the STAR Technical Training and Knowledge Management team to make recommendations on enhanced technical training developmentSupport business partners in achieving established STAR Center metrics. Tech Advisor point of contact at STAR Global Commodity Manager point of contact at STAR Additional technical resource for Master Consultants and Agents Unresolved/Emerging Issues Identification Case Technical Evaluation & Guidance of Agents STAR Management Inbox support Identification of individual Agents technical training needs Handle Client Policy Violations Case Handling Process and Procedure oversight **3-5 days onsite per weekMinimum of five to ten years of automotive repair experience Bachelors degree in Business, Engineering, Automotive TechnologyStrong analytical, communication, and coaching skills Self-motivated, strategic thinker with a willingness to work with others. Project/Process Management experience Proficient in Microsoft Office -- Excel, Access, PowerPoint, etc. Ability to multi-task and prioritize in a fast-paced work environment. Demonstrated ability to achieve goals under minimal supervision. Preferred ** Experience in Technical Assistance case handling. Understanding of dealership service & parts processes and operations

Created: 2025-03-08