Senior Automotive Technical Specialist – Customer Resolutions

Percepta; Melbourne; Sur place; AUD 150 000 - 190 000; Plein temps

Résumé du poste

Percepta in Melbourne, VIC, is seeking a Senior Automotive Technical Specialist – Customer Resolutions to manage complex automotive disputes from investigation to resolution. You will present technical findings to tribunals and coordinate with legal and technical teams to support the client’s position.

This role requires established tribunal experience, strong automotive knowledge, and the ability to translate technical evidence into clear, defendable conclusions.

Qualifications

• Experience in tribunal hearings and proceedings.
• Ability to prepare cases for hearings and present evidence.
• Strong automotive technical knowledge across vehicle systems.
• Excellent investigative and analytical skills with evidence-based conclusions.
• Ability to explain complex technical matters clearly to non-technical audiences.

Responsabilités

• Represent client in tribunal proceedings with evidence-based explanations.
• Prepare tribunal and hearing materials with clear findings.
• Investigate complex automotive issues including faults, warranty matters.
• Analyze technical evidence from vehicle histories and servicing.
• Develop defensible recommendations to support dispute outcomes.
• Manage high-risk cases and coordinate with stakeholders.
• Support legal and regulatory matters involving Australian Consumer Law.
• Collaborate across legal, technical, product, dealer, and operations.
• Coach and develop Customer Liaison team members.

Connaissances

Tribunal experience

Automotive knowledge

Investigative skills

Communication skills

Stakeholder management

Formation

Post-secondary qualification

Engineering/technical discipline

Outils

Case management software

Description du poste

Senior Automotive Technical Specialist – Customer Resolutions

Solve complex automotive disputes. Present technical evidence. Drive fair outcomes.

Are you an experienced automotive professional with a strong track record in consumer tribunal proceedings, hearings and dispute resolution?

We're looking for a Senior Automotive Technical Specialist – Customer Resolutions to manage complex automotive disputes, investigate technical issues and represent our automotive client in tribunal hearings and proceedings.

This role is suited to someone who combines substantial automotive technical knowledge with demonstrated experience preparing for and participating in formal tribunal proceedings. You'll be confident assessing technical evidence, developing clear and defensible findings, presenting complex information and responding to questions in formal hearing environments.

Your experience may come from automotive manufacturing, dealership aftersales, technical investigations, warranty disputes, insurance or a related field. However, a strong automotive background alone is not enough for this role. You must also bring established experience in tribunal proceedings, ideally involving automotive disputes, consumer law or technical matters.

You'll take ownership of complex and sensitive cases, work closely with legal and technical stakeholders, and provide day-to-day guidance and coaching to two Customer Liaison team members.

What you’ll be doing

You'll manage complex automotive customer matters from investigation through to resolution, ensuring decisions and recommendations are supported by sound technical analysis and credible evidence.

Your responsibilities will include:

• Representing our client in tribunal proceedings: Prepare for and participate in consumer tribunal hearings, present technical findings and evidence, respond to questions and support the client's position with clear, evidence-based explanations.

• Preparing tribunal and hearing materials: Review case documentation, organise technical evidence, develop clear written findings and recommendations, and assist with submissions and other hearing-related documentation.

• Investigating complex automotive issues: Assess alleged vehicle faults, damage, accidents, vehicle fires, warranty disputes and other sensitive technical matters.

• Analysing technical evidence: Review vehicle histories, servicing and repair records, warranty information, inspection findings and evidence provided by customers, dealerships, suppliers and insurers.

• Developing defensible technical recommendations: Interpret evidence, assess competing accounts and provide well-reasoned findings to support dispute resolution, legal claims and tribunal outcomes.

• Managing escalated customer disputes: Take ownership of high-risk cases, executive referrals and complex matters requiring sound judgement, discretion and effective stakeholder management.

• Supporting legal and regulatory matters: Work with legal teams on Australian Consumer Law matters, regulatory enquiries, mandatory reporting and requests from authorised government bodies.

• Collaborating across the business: Partner with legal, technical, product, dealer, customer experience and operational teams to progress cases and achieve appropriate outcomes.

• Supporting team development: Provide day-to-day guidance, coaching, workflow coordination and quality support to two Customer Liaison team members.

What we’re looking for

Essential experience and capabilities

To be successful in this role, you’ll bring:

• Demonstrated experience in tribunal hearings and proceedings, including representing a party, presenting evidence or providing substantive support in a formal hearing environment.

• Experience preparing cases for hearings, reviewing supporting documentation, organising evidence and developing clear, evidence-based arguments or recommendations.

• Strong automotive technical knowledge, including vehicle systems, faults, diagnostics, repairs, servicing, warranty matters or aftersales operations.

• Excellent investigative and analytical skills, with the ability to assess conflicting information, interpret technical evidence and reach well-supported conclusions.

• The confidence to explain complex technical matters clearly to tribunal members, legal representatives, customers and other non-technical audiences.

• Strong written and verbal communication skills, including the ability to prepare accurate reports, technical findings and formal case documentation.

• Sound judgment, attention to detail and discretion when managing sensitive, high-risk or contentious matters.

• The ability to manage competing priorities, hearing deadlines, complex caseloads and multiple stakeholder relationships.

• The confidence to work autonomously while collaborating effectively with legal, technical and operational specialists.

Highly regarded

The following experience will strengthen your application:

• Experience representing automotive manufacturers, importers, dealers, insurers or other organisations in consumer tribunal proceedings.

• Familiarity with VCAT, NCAT or equivalent state or territory consumer tribunals.

• Experience with Australian Consumer Law, consumer guarantees, warranty disputes and motor vehicle-related claims.

• Exposure to litigation support, regulatory investigations, formal technical investigations or alternative dispute resolution.

• Experience coaching colleagues, coordinating workflows or supporting the development of a customer resolutions team.

A post-secondary, trade or equivalent qualification is required, although substantial relevant experience may be considered in lieu. Qualifications in automotive, engineering, mechanical or other relevant technical disciplines will be highly regarded. Additional qualifications in investigations, claims management, dispute resolution or legal studies are also beneficial.

Please note: This is not solely an automotive technical investigation or customer service role. Established tribunal proceedings experience is a key requirement, and applicants should be able to demonstrate relevant experience in their application.

Why join this role?

This is an opportunity to apply your automotive expertise in a role that extends beyond routine diagnostics, warranty assessment and customer case management.

You'll have the opportunity to:

• Apply your technical knowledge to complex and challenging automotive disputes.

• Represent our automotive client in formal tribunal proceedings and contribute directly to dispute outcomes.

• Work alongside legal, technical and operational specialists on high-profile and sensitive matters.

• Turn complex technical evidence into clear, credible findings and recommendations.

• Build on your experience across consumer law, dispute resolution and regulatory matters.

• Share your expertise and help develop the capability of other team members.

• Identify recurring technical and customer issues and contribute to improved processes and outcomes.

Additional information

The position is based in Melbourne, VIC. Occasional travel, including interstate travel, may be required.

We are committed to creating an inclusive workplace and encourage applications from people with diverse backgrounds, experiences and perspectives.

If you have substantial automotive technical experience and a proven background in tribunal proceedings, we'd love to hear from you. Please highlight your relevant hearing, representation and dispute resolution experience in your application.