Senior ESP Tech Team Lead

Percepta LLC; Melbourne (FL); On-site; USD 70,000 - 90,000; Full time

Job summary

Percepta LLC in Melbourne, FL is seeking a Senior Team Leader - Technical ESP to lead the ESP Inspection team, provide real-time technical support, and drive continuous improvement. You will coach agents, manage performance, and interface with clients to ensure service levels and client satisfaction.

The role emphasizes leadership, automotive technical depth, and training responsibilities within a fast-paced CRC environment. Hybrid or onsite collaboration with other teams is expected.

Qualifications

• Automotive Technical based degree from college / Tech school.
• ASE and/or Manufacture Certification - Preferred.
• 1+ years of direct customer service experience.
• 3+ years of automotive technical experience, preferably at a Ford or Lincoln Dealership.
• Specialization in powertrain (engine and transmission) service and repair.
• Experience in training others.

Responsibilities

• Provide real-time technical support to frontline Technical Service Representatives and Team Leads.
• Provide technical support to the Quality Assurance Team for technical accuracy and feedback.
• Handle customer contacts as needed through escalations and customer follow up as required.
• Monitor CSAT results to guide team performance to meet customer and client expectations.
• Identify TSR training needs and communicate to Program Manager.
• Provide SME support to training department and assist with material creation.
• Review training material with the department after development for revision and approval.
• Ensure workflows align with current production procedures and document new technical procedures.

Skills

Automotive technical

Leadership

Customer service

Training others

Powertrain specialization

Decision making

Team coaching

Communication

MS Office

Internet Explorer/BI tools

Education

Automotive technical degree

ASE/manufacturer certification (preferred)

Tools

MS Office

Mini Tab

Business Objects

Internet Explorer

Job description

Percepta LLC in Melbourne, FL is seeking a Senior Team Leader - Technical ESP to lead the ESP Inspection team, provide real-time technical support, and drive continuous improvement. You will coach agents, manage performance, and interface with clients to ensure service levels and client satisfaction.

The role emphasizes leadership, automotive technical depth, and training responsibilities within a fast-paced CRC environment. Hybrid or onsite collaboration with other teams is expected.