Lead Technical Service Representative

SPW Lead Technical Service Representative

At Percepta, we bring first-class service across each market we support. As a SPW Lead Technical Service Representative 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 
The SPW Lead Technical Service Representative (LTSR) will support Technical Service Representatives (TSRs) and Dealers as the subject matter expert as it relates to SPW Policy, Prior Approval process, and automotive diagnostics/repair procedures. The LTSR will demonstrate high levels of contact center values including problem solving, customer first mentality, and always promoting a sense of family and teamwork. Like the TSR role, the LTSR will support incoming dealer claims as well as escalated claims while assisting with floor coaching and development.

During a Typical Day, You’ll
Team Support:
•    Deputizes for Supervisor when Supervisor is away, and delegates work accordingly.
•    Receive and handle escalated dealer and field concerns.
•    Deals with queries escalated by TSR’s.
•    Provides a leadership element to the team as a coach, mentor, or senior staff member.
•    Provide real-time technical assistance to reduce the total number of claims requiring technical escalation and reduce the total number of       contacts per claim.
•    Identify and relay areas for improvement within the program to supervisor.
•    Identify technical training needs and provide claim examples to supervisor.
•    Make recommendations to improve new and existing technical training materials.
•    Participating in Quality Assurance technical standard setting meetings.
•    Improve overall claim processing time from a technical perspective.

Dealer Handling:
•    Receive web contacts F/L dealerships regarding Service Part Warranty coverage and provide claims adjudication per published policy, technical merit, and contact handling processes.
•    Review digital photographs, claim estimates, repair orders, and support documentation.
•    Perform detailed claim analysis and adjudication per published policy and contact handling processes.
•    Place outbound calls to dealerships regarding status of submitted claim within client specified timeframes.
•    Communicate with dealers and repair facilities in a professional, knowledgeable manner pertaining to claim adjudication and concerns if authorization will not be provided.
•    Properly log all dealer contacts into the appropriate contact system, to allow for an accurate historical view of contacts.
•    Escalate, as appropriate, identified dealer inquiries and concerns.
•    Meet or exceed all program specific performance metrics.
•    Continuously improve call handling skills, systems knowledge, and communications skills, thus, enhancing customer satisfaction and service level results.
•    Support and sustain a positive work environment that fosters team performance through own work and behavior.
•    Be receptive to performance feedback and work on improving own skills.
•    Help identify and resolve conflicts with sensitivity and tact.
•    Work on activities and/or projects as requested by supervisor.    

What You Bring to the Role
•    High School Diploma or equivalent.
•    Automotive Technical based degree from College or Technical/Vocational school or equivalent industry experience.
•    Minimum 2-3 years of customer service experience.
•    Automotive technical aptitude required (multiple assessments required).
•    Minimum 2-3 years recent experience as an automotive technician in a powertrain or 3-5 years as a service writer/parts person with technical knowledge, or equivalent training – required
•    Experience as a SPW TSR – preferred
•    Diesel and Gas engine diagnosis and repair experience – preferred
•    ASE, manufacturer or state technician certifications in automotive service and/or repair – preferred

What You Can Expect 
•    Competitive Salary with Incentives
•    Health/Dental/Vision/Life Insurance
•    Flexible Spending Account (FSA) and Health Savings Account (HSA)
•    401(k) with company match
•    Vacation/Sick Time and Paid Holidays
•    Tuition Reimbursement 
•    Employee Assistance Program
•    Employee Discount Program
•    Training and Development Programs (Percepta College)
•    Employee Rewards Program (Perci Perks)

A Bit More About Your Role

•    Ability to analyze repair shop diagnosis information to identify the cause of mechanical failures.
•    Ability to speak confidently about repair procedures and published policy.
•    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 exercise independent judgment and decision making
Reasoning ability and logical thinking.

About Percepta 
Established in 2000 as a joint venture with TTEC, Percepta 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 we support.
Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we:
•    Lead with humility – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow.
•    Service beyond self – We serve others—clients, customers, and teammates—with care and integrity in every interaction.
•    Leave it better – We take ownership and leave every process, person, and place better than we found it.
•    Win together – We succeed as one—celebrating, supporting, and showing up for each other.
•    Deliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out.

Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way.