EV Technical Service Agent

Kforce's client, a Detroit, MI-based automotive manufacturer who brings engineering, technology, and design together to create innovative vehicles, energy solutions, and in-vehicle services is seeking an EV Technical Service Agent. Roles and Responsibilities: Technical diagnosis and troubleshooting:

• Navigate available tools to perform remote diagnosis and troubleshooting
• Provide resolution guidance for site visits to other parties
• Ensure high customer satisfaction during issue resolution

Case Management:

• Create/update cases in Salesforce
• Work with logistics for parts ordering/return
• Serve as lead for technical escalations from service partners, non technical advisors and others
• Provide training as subject matter expert on technical details
• Provide flow related insights/feedback to improve efficiencies and customer satisfaction

Warranty/RMA/Out of Warranty: In conjunction to general case management responsibilities:

• Determine warranty status and manage claims
• Reconcile at month end for claims made with logistics, if required
• Warm transfers/service tech scheduling, if required

Training:

• Train other agents as required
• Support creation of training materials based on experience
• Associate/Trade degree in related space and/or four years of equivalent experience (electrical)
• 3+ years as electrician or working on electrical components, EV charging equipment repair/installation experience strongly preferred
• Minimum 2 years of experience in a call center/customer facing environment
• Evidence of safety-first attitude
• IT and wi-fi troubleshooting skillset
• Proficiency in Microsoft Word, Outlook, Teams, PowerPoint, and Excel; And Salesforce
• The ability to balance competing priorities while maintaining effectiveness in a dynamic, often chaotic environment
• Adept oral and written communication skills that involves understanding the customer; getting the message across; Presenting information effectively; and communicating openly
• High level of interpersonal skills to work effectively with others
• Computer skills to develop, maintain, and analyze data
• Demonstrated ability to learn new technologies and processes, and adapt to change
• Ability to innovate, solve complex issues, and present new ideas
• Excellent time management skills - the ability to effectively and efficiently use your time to focus on the most impactful activities and challenge those that distract from the identified goal
• Responsive and understanding of business issues and data challenges in Aftersales and IT Systems
• High level of analytical ability where problems are unusual, difficult, or complex
• Ability to lead problem solving activities and manage resolution targets
• Valid driver's license