Automotive Technical Assistance Specialist

The STAR Master Consultant’s primary responsibility is to lead diagnostic support, manage complex cases, and drive continuous improvement in issue resolution and customer satisfaction, with a focus on emerging technologies and new product launches.

 

Responsibilities Include:

• Assist and direct level 1 agents in diagnosing the root cause of customer concerns ensuring a successful resolution to the concern through repair guidance
• Acts as a technical leader within the STAR Center, supporting agents and improving diagnostic quality
• Maintain advanced knowledge of vehicle technology, STLA diagnostic procedures, and STAR case handling
• Guide agents in diagnosing customer concerns and resolving issues through repair recommendations
• Manages escalated cases, reviews STAR cases, and determines next steps including outbound calls and escalation
• Provide biweekly feedback to Team Leads and Trainers on agent development and training needs
• Support L2 cases, perform follow-ups, and use reports to identify cases needing escalation
• Review closed cases weekly to identify emerging issues and repair trends
• Supports root cause analysis and calibration efforts to improve Dealer satisfaction including coaching L1 agents
• Focus for issue bucketing and new technologies
• Support each new model launch and Field Early Warranty programs

Qualifications

Basic Qualifications:

• High School Diploma or GED
• 3+ years of automotive repair experience (Stellantis dealership preferred)
• Automotive Service Excellence Certifications, current or expired (ASE)
• Knowledge of diagnostic and repair tools and dealer information software
• Basic PC software knowledge including windows basics

Preferred Qualifications:

• Previous call center agent experience
• Associate or bachelor's degree
• Ticket handling experience