Power Train Service Repair Authorization Agent (Remote)

About the role

We are seeking a Powertrain Service Center Authorization Agent that is responsible for the authorization of Dealer Warranty repairs for a major U.S.-based OEM vehicles. The repair requests will be submitted live from the Dealer and assessed again through the OEM’s warranty policy based on technical merit and thoroughness. The agent is expected to provide live support to the OEM’s Dealers with questions related to submitted pre-authorization requests.

Responsibilities

• Process warranty claims and provide support to the team on technical queries
• Answering dealer questions, via phones, email or chat, about warranty policy and claim submission; resolve issues with claim entry and submission
• Making decisions based on policies and procedures and against the technical merit of the warranty claim
• Provide live support to the Dealer Service Network in the processing of those claims and resolution of questions.
• Maintain quality and service standards of the Warranty Claims processing team in support of the contracted Service Level Agreements
• Determine appropriate escalation points within the team and to Client SMEs
• Regular review with team leadership on performance and results

Requirements

• High school diploma or GED equivalent
• 0-2 years of experience experience in the following area, automotive after sales all things post sale of a vehicle, warranty management, Interpret repair orders, labor times and service documentation.
• Working knowledge of vehicle systems and diagnostic procedures
• 2-4 years experience using PC and various systems
• Preferred qualifications: Automotive Service Excellence Certifications (ASE) and/or Engineer (Technical University degree)
• Proficiency in verbal, written, Mechanical Certification (3/5 years at school + Workshop experience)
• Expert Technicians (> 10 years of experience)
• Strong experience in claim assessing, pre-authority, warranty audits

Qualifications

• Proficiency in verbal, written, and reading English Language
• Ability to engage with Automotive Dealers
• Knowledge of warranty policies and procedures, and technical documentation
• Knowledge of mechanical and electronic diagnostics, repair cycles, methods and economic repair evaluation
• Able to accurately approve or deny repairs based on warranty criteria, cost thresholds, and OEM standards
• Able to support internal and external audits by ensuring all records are compliant and accessible
• Able to collaborate with engineering, technical support, and warranty teams to resolve complex cases