Technical Specialist

Major Areas Of Responsibility (MAR)

• Call Center / Dealer Support - 60%
• Assist Mazda dealers with a variety of inquiries, including exceptionally difficult to diagnose or repair vehicle concerns over the phone.
• Provide clear and concise repair instructions/procedures to dealer technicians to quickly resolve issues.
• Provide accurate and detailed documentation of all case files, providing a clear understanding of vehicle concerns using specified guidelines.
• Aim to close case files within 48 hours.
• Analyze on board vehicle data to determine root cause of concern.
• Identify critical cases and escalate to the field Technical Specialist or Product Quality teams for support/resolution.
• Notify the Mediation Department of critical cases to prevent repurchase or potential customer retention loss.
• Co-develop with field Technical Specialist and present technical information on monthly Tech Tips seminar to dealer technicians.
• Direct countermeasure repair parts orders through Parts Test Lab (PTL) to dealers to assist in repairing vehicles under investigation.
• Review Social Moderation Comments/Photos and provide approval or denial for dealer technicians to reference.
• Warranty Support - 20%
• Diagnose and validate Major Assembly concerns, input/collect necessary documentation to support Major Assembly authorization and approve Major Assembly replacement.
• Review and process Major Assembly warranty claims, including cases approved by field Technical Specialists.
• Provide the field Technical Specialist team notification of vehicles with potential warranty branding evaluation.
• Assist Warranty department with claim/case review.
• Assist dealers with second or more repair attempt vehicles under warranty to mitigate vehicle repurchase and/or unnecessary warranty cost.
• Documenting/ Reporting - 15%
• Identify and document concerns that require reporting and investigation by MC and/or Product Quality teams per Technical Information (TI).
• Submit ODR (onboard data recorder) and CMU (connectivity master unit) data to Product Quality and/or MC team for manufacturer analyzation and instruct dealer with suggested repair.
• Provide technical validation and parts order request to Dealer Assistance Group (DAG) to support parts inventory on restricted parts management.
• Report workshop manual and Service Bulletin errors through Service Information Change (SIC) process for correction.
• Report vehicles that are imported from other countries to appropriate resource to accurately maintain Siebel and Warranty databases.
• Technical Resource - 5%
• Collaborate with New Product Launch (NPL) Team, Product Quality Engineers (PQE) and MC Team to determine the best repair process.
• Validate assigned Technical Service Bulletin, on-site or remotely, as necessary.
• Participate in product, accessory, and new model familiarization, on-site or remotely, as necessary.

Education Qualifications and Other Requirements

• Associate degree (AA/AS) in related field, or equivalent combination of education, training, and work experience.
• Bachelor’s degree in Automotive Technology or Engineering preferred.

Experience

• Minimum of three (3) years automotive hands-on diagnostic work experience.
• Work experience utilizing dealer/OEM diagnostic tools and service-related systems.
• Mazda hands-on technician work experience preferred.
• Experience working in a Call Center, either technical or customer relations based.
• Experience with Mazda service-related systems (i.e., MGSS, Siebel, MGWS) and Mazda diagnostic tools.
• Dealer experience preferred.

Training/Certification

• ASE Master Certified preferred.
• ASE Advanced Level Specialist [L1, L3, L4] preferred.
• Mazda Master Technician certification a plus.

Knowledge/Skills/Abilities

• Ability to work schedule within Call Center hours of operation; currently Mon – Fri 5am to 5pm (PST) with potential changes based on business needs.
• Ability to produce timely deliverables, manage multiple and shifting priorities in a dynamic environment.
• Successfully collaborate with multiple departments and in a cross-functional environment.
• Advanced vehicle knowledge and diagnostic troubleshooting abilities on Mazda vehicles.
• Working knowledge of dealer service operations.
• Ability to maintain customer-centric mindset and provide a premium customer experience.
• Proficiency with computer applications, including Microsoft Excel, Word, Power BI, PowerPoint, and Outlook as well as the ability to learn and effectively utilize other software applications used within the Company.
• Well-balanced interpersonal skills; Must be able to establish and maintain effective working relationships with all levels of management, employees, customers, and outside vendors; Must be able to clearly and effectively communicate both orally and in writing, using good grammatical form, both in general correspondence, as well as on technical issues.
• Strong organizational skills and the ability to prioritize tasks in accordance with established standards and deadlines required.
• Self-motivated and capable of working with minimal supervision and/or direction.

Travel Required?

Yes [x]; May be required 1 – 2 times per year.

Pay Range

$69,400.00 - $100,600.00 Salary to be determined by education, experience, knowledge, skills and abilities of the applicant, internal equity, and alignment with market data.