Service Administrator

Pacer Group; Columbus (IN); Híbrido; USD 30.000 - 47.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical

Dental

Vision

401(k)

Descripción de la vacante

Pacer Group in Columbus, IN seeks a Technical Service Support Specialist III to provide expert technical support for warranty and non-warranty repair events, guiding teams through troubleshooting and repair planning. The role requires 2–3 years in automotive customer service or related fields and a strong focus on customer satisfaction.

This 12-month contract position offers a 40-hour workweek. Core hours are 6:00 AM–3:00 PM EST; local candidates are preferred, with remote options and occasional

Formación

• High school diploma or equivalent required; an associate degree is preferred.
• 2–3 years of professional experience in automotive customer service or related roles.
• Strong customer service, communication, and problem-solving abilities.
• Ability to manage a high volume of service tickets in a fast-paced environment.
• Familiarity with diagnostic procedures and service systems is a plus.

Responsabilidades

• Provide technical support and diagnostic assistance for warranty and non-warranty repairs.
• Develop repair plans based on customer complaints and diagnostics.
• Analyze issues, follow workflows, and determine repair actions.
• Document steps, findings, and outcomes in service management systems.
• Elevate complex issues and ensure timely resolution with clear communication.
• Maintain accurate customer and equipment information to support service processes.
• Use diagnostic tools and data systems to support decisions.
• Contribute to improving diagnostic support processes and escalation procedures.
• Keep up-to-date with product knowledge, service procedures, and resources.
• Promote service capabilities and programs to enhance satisfaction and growth.
• Collaborate with internal teams and partners to meet customer needs.
• Handle a high volume of tickets (≈20/day; 500–600/month) with balanced response times.

Conocimientos

Customer service

Communication

Attention to detail

High volume management

Problem solving

Organization

Time management

Collaboration

Adaptability

Learning mindset

Educación

High school diploma

Associate degree preferred

Herramientas

Microsoft Office

Diagnostic software

Service management systems

Descripción del empleo

• The Technical Service Support Specialist III provides technical support for warranty and non-warranty repair events, assisting customers and service teams with troubleshooting, diagnostics, and repair planning. This role involves analyzing customer-reported issues, developing appropriate troubleshooting plans, documenting diagnostic results, and escalating complex technical concerns to the appropriate support teams.
• The ideal candidate has 2–3 years or more of related experience, preferably in automotive customer service, dealership service advising, or automotive parts sales. Strong customer service skills, effective communication, attention to detail, and the ability to manage a high volume of service tickets in a fast-paced environment are essential.
• This is a 12-month contract position with a 40-hour workweek, Monday through Friday. Work hours are flexible, with the core team operating from 6:00 AM to 3:00 PM EST. Local candidates are preferred, with opportunities to work remotely and visit the Columbus, Indiana, location as needed. Overtime is not expected and, if offered, is voluntary.

Responsibilities

• Provide technical support and diagnostic assistance for less complex warranty and non-warranty repair events.
• Develop and recommend repair plans based on customer complaints, diagnostic findings, and established troubleshooting procedures.
• Analyze customer-reported issues and follow guided workflows to identify potential causes and determine appropriate repair actions.
• Document diagnostic steps, repair recommendations, findings, and outcomes accurately in the appropriate service management systems and databases.
• Manage and elevate complex technical issues to the appropriate level of support, ensuring timely resolution and effective communication.
• Gather and maintain accurate customer, equipment, and technical information to support service processes, payment requirements, and historical tracking.
• Utilize available diagnostic applications, electronic service tools, software, and data management systems to support troubleshooting and repair decisions.
• Assist with improving diagnostic support processes, technical escalation procedures, and overall service efficiency.
• Maintain up-to-date knowledge of current products, new product introductions, service procedures, and technical support resources.
• Promote service capabilities and service programs to enhance customer satisfaction and support business growth.
• Collaborate with internal teams and service network partners to meet customer needs and achieve shared objectives.
• Manage a high volume of approximately 20 service tickets per day, contributing to the team's overall monthly workload of 500–600 tickets.
• Prioritize requests effectively while balancing customer response times, investigation requirements, documentation accuracy, and timely resolution.

Qualifications

• Education: High school diploma or equivalent required. An associate degree or higher is preferred.
• Experience: Minimum of 2–3 years of related professional experience; additional experience is preferred.
• Automotive Customer Service: Experience in automotive customer service is strongly preferred, particularly as a dealership service advisor or automotive parts store associate.
• Technical Aptitude: Ability to understand customer complaints, follow troubleshooting procedures, interpret diagnostic results, and identify appropriate next steps for service resolution.
• Customer Service Skills: Strong customer relationship management skills, with the ability to understand customer needs and provide clear, helpful, and timely responses.
• Documentation Skills: Ability to accurately record troubleshooting steps, technical findings, customer information, and service actions in business systems.
• Technical Escalation: Ability to recognize issues requiring advanced expertise, gather relevant information, and elevate requests appropriately.
• Computer Skills: Basic proficiency in Microsoft Office applications and the ability to learn new software, diagnostic applications, and service management systems.
• Communication: Strong verbal and written communication skills, with the ability to communicate technical information clearly to different audiences.
• Problem‑Solving: Ability to analyze complex or high-volume information, identify potential solutions, and make sound decisions within established procedures.
• Organization and Time Management: Ability to prioritize multiple requests, manage competing demands, and maintain accuracy in a fast‑paced, high‑volume environment.
• Collaboration: Demonstrated ability to work effectively with colleagues, customers, and service network partners to achieve common goals.
• Adaptability and Learning: Willingness to learn new products, technologies, systems, and procedures while applying feedback to improve performance.
• Resourcefulness: Ability to identify and utilize available tools, information, and support resources efficiently.

Benefits

• Medical
• Dental
• Vision
• 401(k)

EEOC Compliance: We are an equal opportunity employer, and all qualified applicants will receive consideration for employment.

DISCLAIMER AI Usage Policy: Pacer Group uses AI to assist in screening applications. Final hiring decisions are made by human recruiters based on qualifications and experience.