Automotive Technical Manager - Auto Warranty

Description
This position is responsible for the management of technical department employees, and complete quality control for all reporting to customer accounts.

Requirements
Essential functions (Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.)

Manage and lead the technical department, including technical staff and clerical personnel; assign and delegate work and responsibilities.
Oversee and manage the inspector network to ensure performance, coverage, and compliance.
Recruit and onboard new inspectors, including conducting phone and email interviews and issuing startup documentation.
Perform desk reviews for insurance customers to ensure accuracy and adherence to standards.
Resolve escalated issues involving customers and inspectors in a timely and professional manner.
Provide customer consultations related to litigation and court-related matters.
Negotiate inspector fees and establish coverage areas to support operational and financial objectives.
Provide technical support and guidance to customers as needed.
Support dispatch operations by addressing performance or conduct issues with inspectors.
Provide daily reports to the supervisor regarding departmental issues, vendor performance, and network concerns.
Review inspection reports submitted by non–go-through inspectors and for all customer accounts.
Review in-house typed inspection reports for accuracy and completeness.
Review and verify inspection photos submitted by non–go-through inspectors across all customers.
Post, organize, and identify photos received via email from non-web-based inspectors.
Receive and document verbal inspection reports from remote, problem, and newly onboarded inspectors for training and quality control purposes.
Monitor workflow queues to ensure inspectors meet deadlines for inspections, reports, and photo submissions.
Conduct on-site local inspections when operational support or assistance is required.
Handle insurance consultations and coordinate new inspection orders via phone and email.
Review all insurance inspection orders received through customer websites prior to assignment.
Address and resolve technical issues impacting customers and inspectors.
Process inspections requiring fluid testing in accordance with established procedures.
Escalate and report inspector and dispatch-related issues directly to the supervisor.
Partner with the supervisor to improve turnaround times and resolve operational challenges within the dispatch team.

Competencies

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Knowledge of automotive systems, diagnostic procedures, and repair methods.
Knowledge of automotive electrical, mechanical, and electronic systems.
Ability to clearly and effectively communicate technical information to both technical and non-technical audiences.
Proficiency in using computers and software, including understanding fault codes and vehicle communication networks.
Conscientious about timeliness of assignments and quality of work product.
Possess exceptional written and verbal communication skills, including ability to articulate recommendations in a concise and timely manner.
Able to handle multiple tasks and maintain control and order over same.
Exceptional work ethic.
Good interviewing and recruiting skills

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

This role is intended to work remotely.

Physical & Mental Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee must occasionally lift and/or move up to 15 pounds.
Specific vision abilities required by this job include close, distance and peripheral vision, depth perception and the ability to adjust focus.
While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand; walk and use hands to handle or feel.
Ability to read, analyze, and interpret financial reports, and legal documents, respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.  
Ability to work with mathematical concepts such as probability and statistical inference and apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Ability to define problems, collect data, establish facts, draw valid conclusions, interpret technical instructions in mathematical form and deal with abstract and concrete variables.

Travel required

Possibility of traveling via car to perform inspections in the area

Required education and experience

High School diploma or GED required.
Intermediate to advanced computer skills.
Master ASE certification

Preferred education and experience

Prior field inspection experience is a plus
Prior warranty claim processing experience
10+  years prior experience in automotive repair field

Additional eligibility requirements

N/A