Automotive Technical Specialist, Claim Resolutions-Remote

We're Looking For:

We are seeking a Automotive Technical Specialist-Remote for our Claim Resolutions team—a role designed for a professional with a strong background in hands-on automotive diagnostics and customer relations.

You will act as a bridge between technical vehicle assessment and fair dispute resolution, applying your real-world experience to a corporate environment. As a key member of the Arbitration team, you will be responsible for investigating and resolving claims by grounding your decisions in the physical facts of a vehicle's condition.

This position moves beyond procedural review, empowering you to use your diagnostic acumen and service experience to make sound, evidence-based judgments. The ideal candidate will have 2+ years of experience as an Automotive Technician, Service Advisor, or Damage Appraiser.

You Are:

Technically Proficient. You have a technician's eye for detail. You can analyze inspection reports, photos, and customer descriptions to identify mechanical or cosmetic issues and understand their implications.

Customer Focused. You are a skilled communicator who can translate complex technical issues into clear, understandable terms for both buyers and sellers, ensuring a fair and transparent process for all parties on the OPENLANE marketplace.

Analytical. You methodically review complex cases, leveraging your technical knowledge and adherence to policy to find fair and logical solutions for customers.

Fair. Using sound judgment and information from cross-functional teams, you navigate disputes to present unbiased and technically sound case resolutions.

You will:

Apply your diagnostic acumen to verify vehicle condition data from inspection reports, confirming accuracy and identifying potential discrepancies.

Investigate and resolve customer arbitration claims by serving as a neutral technical expert.

Maintain proactive and clear communication with customers, ensuring they understand the technical basis for resolutions.

Educate customers and internal teams on best practices and reasonable expectations regarding vehicle condition, repairs, and reconditioning.

Translate customer descriptions of issues into technical assessments, clarifying mechanical, cosmetic, or title-related concerns.

Understand and resolve issues with regards to vehicle registration, liens, and odometer disputes.

Utilize analytics to identify trends and opportunities for enhancing customer experience and productivity.

Mediate disputes and negotiate repairs or pricing to reach mutually agreeable solutions, ensuring customer satisfaction and buyer retention.

Collaborate with inspection and quality control teams to provide feedback and manage policy and goodwill loss effectively.

Stay up to date on evolving arbitration policies and best practices through relative legislation for various provinces across Canada.

Must Haves:

Minimum of 2 years of hands-on experience in the automotive industry (e.g., Service Technician, Service Advisor, Damage Estimator, Body Shop), demonstrating a solid, practical understanding of vehicle mechanics and repair.

Available to work in the EST Time Zone from 8:30 AM - 5:00 PM

Outstanding customer service orientation with excellent communication abilities, capable of de-escalating conflict and managing customer expectations.

A positive attitude, exceptional follow-up skills, basic computer literacy, and a strong commitment to teamwork.

Superior conflict resolution, negotiation, and communication skills (both written and verbal).

Proficiency in utilizing CRM software to effectively manage customer interactions and maintain accurate records.

Nice to Haves:

Bilingual in English and French-This role may involve interacting with customers, leaders, and colleagues in Quebec, other provinces, or internationally, some of whom may not speak French.

Ability to analyze a process and suggest/develop improvements.

Experience using Google Suite offerings and Slack.