Bilingual Automotive Technical Specialist, Claim Resolutions (Remote)

Openlane; Toronto; Hybrid; CAD 39,000 - 45,000; Full time

Benefits offered by this job

Medical, dental, and vision benefits

RRSP/401K equivalent matching

Paid time off and sick days

Tuition reimbursement

Job summary

OPENLANE is seeking a Bilingual Automotive Technical Specialist-Remote to join our Claim Resolutions team. You will verify vehicle condition data, investigate arbitration claims, and provide neutral, evidence-based conclusions.

You will translate customer descriptions into technical assessments, communicate clearly with buyers and sellers, and stay current on provincial vehicle regulations while protecting buyer retention.

Qualifications

• Bilingual in English and French required.
• Minimum of 2 years hands-on automotive experience (Technician/Advisor/Estimator).
• Strong communication and customer service orientation.

Responsibilities

• Verify vehicle condition data from inspection reports and identify discrepancies.
• Investigate and resolve arbitration claims as a neutral technical expert.
• Educate customers and internal teams on vehicle condition and repair expectations.
• Translate customer descriptions into technical assessments and ensure clear communication.

Skills

Bilingual English/French

Automotive industry experience

Customer service

CRM software proficiency

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 **Bilingual Automotive Technical Specialist-Remote** 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. **Must Haves:*** **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.* **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.*** Available to work in the EST Time Zone from 8:30 AM - 5:00 PM* 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.**Sound like a match? Apply Now - We can't wait to hear from you!****Compensation Range of**Hourly: $28.00 - $33.00 CAD