Automotive Repair Advisor & Technical Support Specialist

Opus; Crown Point (IN); On-site; USD 60,000 - 80,000; Full time

Job summary

Opus Inspection, Inc. is seeking a Repair Advisor to act as the program resource for technical and automotive initiatives and to serve as a link to the automotive industry, including local shops, technicians, manufacturers, and interest groups.

The role involves providing in-person diagnostic assistance, training delivery, and development of repair content for the program website. You will help keep training materials current and improve repair efficacy through data-driven insights.

Responsibilities

• The Repair Advisor serves as the program resource for all technical and automotive initiatives and as a program representative to the automotive industry, including local shops, technicians, manufacturers, and special interest groups.
• Utilizing advanced diagnostic techniques and exceptional customer service, provides in-person diagnostic assistance for motorists that qualify for the Technical Repair Advice Program to deliver repair guidance to bring failing/rejecting vehicles into compliance.
• Assists in developing, coordinating, and delivering training in automotive maintenance and repair, including state certification training, tech nights for repair technicians, and seminars for the motoring public. Ensures training materials are appropriate and current.
• Effectively communicates and builds relationships with the repair industry in the program area to develop a network of advocates for the emissions testing program. Serves as key contact and resource for the repair industry, working closely with technicians. Measures and reports on repair effectiveness of local repair shops and develops and implements plans to improve the efficacy.
• Guides content development and writes articles for repair industry publications and the program website.
• Enhances the technical offerings on the program website and responds to requests for technical information from the website.
• The customer-focused operation of the technical repair advice hotline addressing complex repair issues from technicians and motorists.
• Diligent processes to maximize the first-time resolution of customer queries.
• Trains hotline operators and station management to address fundamental repair issues or questions effectively.
• Utilizes tracking mechanisms to track customer inquiries managed through the hotline, identifies trends, and recommends actions to address those trends.
• Monitors and maintains a database of known vehicle issues and actions taken due to those issues.
• Research unique vehicle issues as they arise and help to determine special testing considerations that may be implemented based on research results.
• Assists in determining vehicle eligibility for assistance through the Repair Assistance Program.
• Assists the Customer Relations/Public Information Manager in processing customer claims and represents the program in damage claim disputes.
• Works with program management and IDEM personnel to review and decide upon waiver requests.
• Works closely with program management and IDEM personnel to resolve unique technical issues.
• Other duties as assigned

Job description

Opus Inspection, Inc. is seeking a Repair Advisor to act as the program resource for technical and automotive initiatives and to serve as a link to the automotive industry, including local shops, technicians, manufacturers, and interest groups.

The role involves providing in-person diagnostic assistance, training delivery, and development of repair content for the program website. You will help keep training materials current and improve repair efficacy through data-driven insights.