Automotive Technical Specialist, Claim Resolutions - Hybrid

ADEC ADESA Auction Canada Corp; Brampton; On-site; CAD 37,000 - 45,000; Full time

Benefits offered by this job

Hybrid work model

401K / RRSP matching

Job summary

OPENLANE is seeking an Automotive Technical Specialist for our Claim Resolutions team, bridging technical vehicle assessments with fair dispute resolution. You will investigate arbitration claims and provide evidence-based judgments in a hybrid work environment near a Vehicle Logistics Center, with remote options for exceptional candidates.

Ideal candidates have at least 2 years in automotive tech, service advisory, or damage appraisal, plus strong customer service and CRM skills.

Qualifications

• Minimum of 2 years hands-on experience in the automotive industry.
• Excellent communication and de-escalation skills.
• Proficiency with CRM software is required.

Responsibilities

• Verify vehicle condition data from inspection reports and identify discrepancies.
• Investigate and resolve customer arbitration claims as a neutral technical expert.
• Maintain proactive communication with customers to explain technical resolutions clearly.
• Educate customers and internal teams on best practices regarding vehicle condition and repairs.
• Translate customer descriptions into technical assessments.

Skills

Customer service

Communication

Negotiation

Teamwork

Tools

CRM software

Google Suite

Slack

Job description

Who We Are:

At OPENLANE we make wholesale easy so our customers can be more successful. We’re a technology company building the world’s most advanced—and uncomplicated—digital marketplace for used vehicles. We’re a data company helping customers buy and sell smarter with clear, actionable insights they can understand and use. And we’re an innovation company accelerating the future of wholesale remarketing through curiosity, collaboration, and an entrepreneurial spirit.

Our Values:

Driven Waybuilders. We pursue challenges that inspire us to build, create, and innovate. Relentless Curiosity. We seek to understand and improve our customers’ experience. Smart Risk‑Taking. We transform risk into progress through data, experience, and intuition. Fearless Ownership. We deliver what we promise and learn along the way.

What We Offer:

Competitive pay Medical, dental, and vision benefits with employer HSA contributions (US) and FSA options (US) Immediately vested 401K (US) or RRSP (Canada) with company match Paid Vacation, Personal, and Sick Time Paid maternity and paternity leave (US) Employer-paid short‑term disability, long‑term disability, life insurance, and AD&D (US) Robust Employee Assistance Program Employer paid Leap into Service Day to volunteer Tuition Reimbursement for eligible programs Opportunities to expand your skill set and share your knowledge across a publicly traded, global organization Company culture of internal promotions, diverse career paths, and meaningful advancement.

We're Looking For:

We are seeking an Automotive Technical Specialist for our Claim Resolutions team—a role designed for a professional with a strong background in hands‑on automotive diagnostics and customer relations. You will act as a bridge between technical vehicle assessment and fair dispute resolution, applying your real‑world experience to a corporate environment. As a key member of the Arbitration team, you will be responsible for investigating and resolving claims by grounding your decisions in the physical facts of a vehicle's condition. This position moves beyond procedural review, empowering you to use your diagnostic acumen and service experience to make sound, evidence‑based judgments. The ideal candidate will have 2+ years of experience as an Automotive Technician, Service Advisor, or Damage Appraiser.

You Are:

• Technically Proficient. You have a technician's eye for detail. You can analyze inspection reports, photos, and customer descriptions to identify mechanical or cosmetic issues and understand their implications.
• Customer Focused. You are a skilled communicator who can translate complex technical issues into clear, understandable terms for both buyers and sellers, ensuring a fair and transparent process for all parties on the OPENLANE marketplace.
• Analytical. You methodically review complex cases, leveraging your technical knowledge and adherence to policy to find fair and logical solutions for customers.
• Fair. Using sound judgment and information from cross‑functional teams, you navigate disputes to present unbiased and technically sound case resolutions.

You will:

• Apply your diagnostic acumen to verify vehicle condition data from inspection reports, confirming accuracy and identifying potential discrepancies.
• Investigate and resolve customer arbitration claims by serving as a neutral technical expert.
• Maintain proactive and clear communication with customers, ensuring they understand the technical basis for resolutions.
• Educate customers and internal teams on best practices and reasonable expectations regarding vehicle condition, repairs, and reconditioning.
• Translate customer descriptions of issues into technical assessments, clarifying mechanical, cosmetic, or title‑related concerns.
• Understand and resolve issues with regards to vehicle registration, liens, and odometer disputes.
• Utilize analytics to identify trends and opportunities for enhancing customer experience and productivity.
• Mediate disputes and negotiate repairs or pricing to reach mutually agreeable solutions, ensuring customer satisfaction and buyer retention.
• Collaborate with inspection and quality control teams to provide feedback and manage policy and goodwill loss effectively.
• Stay up to date on evolving arbitration policies and best practices through relative legislation for various provinces across Canada.

Where you Work:

Your work is ideally performed as a Hybrid employee near an Vehicle Logistics Center. For exceptional candidates we will consider remote. Must Haves: Minimum of 2 years of hands‑on experience in the automotive industry (e.g., Service Technician, Service Advisor, Damage Estimator, Body Shop), demonstrating a solid, practical understanding of vehicle mechanics and repair. Outstanding customer service orientation with excellent communication abilities, capable of de‑escalating conflict and managing customer expectations. A positive attitude, exceptional follow‑up skills, basic computer literacy, and a strong commitment to teamwork. Superior conflict resolution, negotiation, and communication skills (both written and verbal). Proficiency in utilizing CRM software to effectively manage customer interactions and maintain accurate records.

Nice to Haves:

• Ability to analyze a process and suggest/develop improvements.
• Experience using Google Suite offerings and Slack.
• Bilingual in English and French. This role may involve interacting with customers, leaders, and colleagues in Quebec, other provinces, or internationally, some of whom may not speak French.

Compensation Range of Hourly: $27.00 - $33.00

OPENLANE makes wholesale easy so our customers can be more successful. Our end‑to‑end platform serves the remarketing needs of the world’s largest OEMs, dealers, fleet operators, rental companies and financial institutions. We’re a technology company delivering next generation tools to accelerate and simplify remarketing. We’re an analytics company leveraging data to inform and empower our customers with clear, actionable insights. And we’re an auction company powering the world’s most advanced digital used vehicle marketplaces. In 2021, OPENLANE sold nearly 2.6 million vehicles valued at over $40 billion through our auctions and generated approximately $2.3 billion in revenue. Our integrated digital marketplaces and vehicle logistics centers reduce risk, improve transparency and streamline the experience for customers in about 75 countries. OPENLANE continues to make investments in innovation, strategic acquisitions and integrations to better serve our customers. Headquartered in Carmel, Indiana, OPENLANE has about 5,000 employees and maintains business units across North America, Europe, the Philippines and Uruguay. Together, the OPENLANE brands provide a complete remarketing solution for our customers.

California Residents: Click here to learn more about the personal information we collect in the application process. Also, click here for how we adhere to the California Fair Chance Act.

Canadian Residents: Click here to learn more about how we adhere to the provincial Human Rights Codes and any accessibility and/or disability legislation

OPENLANE is an equal opportunity employer and a drug-free workplace.