Percepta · 2 days ago
Technical Service Representative II
Melbourne, FL
Full-time
Onsite
Entry Level
2+ years expPercepta is a global company that provides exceptional customer service across various markets. As a Technical Service Representative II, you will handle warranty claims and provide technical assistance to dealerships and repair facilities, ensuring a seamless customer experience.
Customer ServiceOutsourcing
Responsibilities
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 3rd 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
Qualification
Required
High School Diploma or equivalent
Minimum 2-3 year of customer service experience
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
Ability to work in a team fostered environment
Ability to work in a multi-tasked environment, while prioritizing and organize work
Preferred
Minimum 1-year recent experience as an automotive technician in a powertrain or body/chassis/electrical diagnostic and repair role or equivalent training
Basic knowledge of Microsoft Outlook, Excel, and Word
Benefits
Competitive Compensation
Incentives
Physical, mental, and financial wellness
Company
Percepta
Percepta is a global, contact services company that builds customer loyalty.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Ashlynn Woods
Global Employee Experience Partner
LaSandra Johnson
Human Resources Business Partner II
Recent News
2025-10-06
2025-08-25
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