Automotive Diagnostic Technician

TekWissen ®; Auburn Hills (MI); On-site; USD 32,000 - 45,000; Part time

Job summary

TekWissen is seeking an Automotive Technical Support Specialist in Auburn Hills, MI for a 12-month temporary on-site assignment. The role requires handling inbound dealer calls and tickets, delivering diagnostic guidance, and following up to resolution.

Star center support and collaboration with Quality, Engineering, and Technical Advisors are key components of the position. Shift schedule runs 8:00 AM–11:00 PM ET, Mon–Fri with some Saturday hours, at a pay rate of $28 per hour.

Qualifications

• Call center experience and customer service skills.
• Ability to diagnose automotive product concerns and provide technical guidance.
• Strong ticket handling and follow-up to resolution.

Responsibilities

• Respond to automotive inbound calls and tickets from Dealer Network with diagnostic directions.
• Provide automotive resolution through a defined six-step diagnostic process.
• Offer information, data and direction using all available tools and databases.
• Maintain high customer satisfaction through accurate and timely technical support.
• Document and update ticket status per resolution protocols.

Skills

Call center experience

Customer service

Problem solving

Attention to detail

Technical diagnostic assistance

Tools

Microsoft Office Suite

Dealer Information Software

Diagnostics Tools

Internal ticketing systems

Job description

Position: Automotive Technical Support Specialist

Location: Auburn Hills, MI 48326

Duration: 12 Months (Potential Extension)

Job Type: Temporary Assignment

Work Type: Onsite

Shift Timings - Candidates must be available to work an 8-hour shift between 8:00 AM to 11:00 PM Eastern Time M-F Saturday 9 a.m. to 6 p.m. (shifts may vary).

Pay Rate: $28.00 - $28.00/Hr

Overview:

TekWissen is a global workforce management provider headquartered in Ann Arbor, Michigan that offers strategic talent solutions to our clients world-wide.

Job Description:

• We are seeking qualified contractors to fulfill the role of an Automotive Specialist, who will leverage their call center experience, customer service skills, problem solving, and attention to detail to deliver positive customer experience.
• Agents assigned to the STAR (Strategic Technical Assistance Resource) Center support Dealers in resolving automotive product concerns in a prompt and effective manner.
• STAR Agents must be able to identify issues, provide accurate technical assistance and guidance and follow up on each ticket until it is successfully resolved.
• Primary responsibility involves resolving Dealer concerns utilizing problem-solving techniques, diagnostic processes, call, and ticket handling.
• All aspects of daily functions are to provide the highest level of customer satisfaction and enhance the vehicle ownership experience.

Key Responsibilities:

Collaboration Tools or Platforms:

Deliverables or Project Scope:

• Respond to automotive inbound calls and tickets from Dealer Network, providing automotive technical diagnostic directions to the Dealer Technicians
• Provide automotive resolution through a defined six-step diagnostic process to resolve automotive concerns
• Technical support to group members to Quality, Engineering, Technical Advisors as requested.
• Communicate product issues to Quality, Engineering, Technical Advisors, as requested.
• Provide information, data and direction using all tools available.
• Utilize / research database for relevant automotive products / repair information.
• Obtain North America product information, updates from liaison representative or database.
• Perform follow-ups on existing tickets and close tickets once resolution is reached.
• Microsoft Office Suite and standard PC applications (Excel, Word, Outlook, Teams)
• Dealer Information Software and Diagnostics Tools
• Internal ticketing and call management systems
• Client's North America Product databases and liaison resources.
• Maintain high levels of customer satisfaction through accurate and timely technical support.
• Communicate product issues and insights to Quality, Engineering, and Technical Advisor teams
• Document and update ticket status, ensuring compliance with resolution protocols
• Support continuous improvement by sharing feedback and technical findings with internal teams.

TekWissen Group is an equal opportunity employer supporting workforce diversity.