Technical Service Representative II

Percepta LLC; Melbourne (FL); Hybrid; USD 42,000 - 70,000; Full time

Benefits offered by this job

Culture of Service

Teamwork

Respect

Competitive Compensation

Job summary

Percepta LLC in Melbourne, FL, is seeking a Technical Service Representative II to handle inbound warranty claims, provide powertrain technical support, and guide dealerships through adjudication processes. You will analyze claims, review documentation, and communicate decisions professionally to ensure timely resolution.

The role requires 2–3 years of customer service, 1 year in automotive powertrain/repair context, and strong technical communication, with a focus on accuracy and

Qualifications

• High School Diploma or equivalent.
• 2-3 years of customer service experience.
• 1 year recent experience as automotive technician in powertrain or related area preferred.
• Ability to read workshop manuals and electrical schematics.
• Ability to maintain confidentiality and handle sensitive information.
• Typing speed 40–60 WPM.

Responsibilities

• Receive inbound calls from dealerships and repair facilities regarding powertrain warranty claims adjudication.
• Handle warranty process inquiries and provide guidance on policies and contract terms.
• Review digital photos and supporting documentation for claims.
• Provide technical assistance to dealerships and repair facilities.
• Log dealer contacts accurately for traceability.
• Place outbound calls with claim updates and determinations.

Skills

Customer service

Technical troubleshooting

Communication skills

Conflict resolution

Team collaboration

Documentation & data entry

Typing 40–60 WPM

Education

High School Diploma or equivalent

Tools

MS Office

Excel

Outlook

Job description

Job Description - Technical Service Representative II (04EA6)

Requisition Title

Technical Service Representative II (04EA6)

Powertrain Assistance Center (PAC)

At Percepta,we bring first-class service across each market we support. As a Technical Representative II in Melbourne Florida, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

What You’ll Be Doing

• Receive inbound calls from competitive make dealerships and independent repair facilities regarding powertrain warranty claims adjudication per contract terms and contact handling processes.
• Receive inbound calls from F/L dealerships, competitive make dealerships, independent repair facilities, and vehicle owners regarding warranty process/policy and claims adjudication per contract terms and contact handling processes.
• Receive inbound calls from independent inspectors taking verbal inspections reports and documenting them in the appropriate systems.
• Receive inbound emails from 3 rd party vendors and process warranty claims for Motor craft products.
• Review digital photographs and supporting documentation.
• Provide real time powertrain related technical assistance to competitive make dealerships and independent repair facilities.
• Perform detailed claim analysis and adjudication per contract terms and contact handling processes.
• Place outbound calls to independent repair facilities and dealerships providing claim approval/denial details.
• Communicate with dealers and repair facilities in a professional, knowledgeable, empathetic manner pertaining to claim adjudication and concerns if authorization will not be provided.
• Provide assistance to F/L dealerships inquiring about the national powertrain network (NPN)
• Provide assistance to F/L dealerships submitting powertrain warranty registrations.
• Properly log all dealer contacts into appropriate contact system, to allow for an accurate historical view of contacts from the CRC.

What You Bring to the Role

High School Diploma or equivalent

Minimum 2-3 year of customer service experience

Minimum 1-year recent experience as an automotive technician in a powertrain or body/chassis/electrical diagnostic and repair role or equivalent training - preferred

A Bit More About Your Role

Ability to analyze repair shop diagnosis information to determine coverage eligibility

Ability to read and understand workshop manual and electrical schematics

Ability to speak confidently about repair procedures

Proficiency with part numbers and parts catalog supersession pertaining to powertrain assemblies

Excellent interpersonal skills

Ability to use conflict resolution and negotiation skills to resolve difficult contacts from an automotive technical perspective

Strong working knowledge of the Internet, computers, and software (MS Office products, Internet Explorer, etc.)

Flexibility and adaptability in a fast-paced environment

Ability to analyze and solve problems

Communicate and articulate in a professional and effective manner both verbally and written

Ability to provide technical coaching and feedback to TSR I & II level agents

Ability to exercise independent judgment and decision making

Reasoning ability and logical thinking

Strong computer and typing skills – speed and accuracy of 40-60 WPM required

Two years of customer service experience with an emphasis on chat required

Ability to maintain the highest level of confidentiality

Basic knowledge of Microsoft Outlook, Excel, and Word preferred

Ability to work in a team fostered environment

Ability to work in a multi-tasked environment, while prioritizing and organize work

About Percepta

Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.

Our values are the heartbeat of our organization, and we live, breath and play by them every day. As a Percepta team member, you can expect:

Culture of Service - to be treated like you are the customer from day one

Teamwork– belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value in your contributions

Respect– a team that is accountable, dependable and gives you their full attention

Proactive– to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization

Career Growth - lots of learning opportunities for aspiring minds

Diversity - be a part of our growing diverse and community-minded organization that is all about having fun!

Competitive Compensation– we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.
Percepta requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment. Percepta is an Equal Opportunity Employer.

From its inception, Percepta LLC has specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market wesupport.