Technical Service Specialist

LIVING OUR VALUES

All associates are guided by Our Values. Our Values are the unifying foundation of our companies. We strive to ensure that every decision we make and every action we take demonstrates Our Values. We believe that putting Our Values into practice creates lasting benefits for all of our associates, shareholders, and the communities in which we live.

JOB SUMMARY

The Technical Service Specialist under the leadership of the Team Leader, Claim Adjudication will support the process to increase the profitability of the company's finance and insurance (F&I) products and services provided to automobile dealers. The Technical Service Specialist will 1) provide superior customer service to dealers, consumers, repair facilities, and other customers, 2) adjust and process claims for GSFS products, and 3) settle claims pursuant to company guidelines. The Service Specialist also will take action to enhance cross-functional coordination and expand internal communications within GSA.

ESSENTIAL FUNCTIONS

• Adjust/process claims from dealers, repair facilities, and customers accurately and expeditiously. Follow company guidelines. Meet productivity goals.
• For each claim, verify agreement or application number; determine if a claim is covered for time and mileage. Deny a claim that is not covered.
• Register a verified claim in the database. Review claim history for the vehicle; ensure there are no red flags. Record cause of breakdown. Discuss breakdown with customer and/or service department. Agree on: a) labor time and costs; b) parts to be replaced, whether after-market parts will be used, and mark up; c) rental or towing reimbursements, and d) sublet repairs.
• Determine total costs plus sales taxes. Review costs with service department; reach agreement. Authorize the claim; then, give the dealer a claim number.
• During process, answer questions from dealers and customers concerning their coverage, benefits, maintenance requirements, and denials. Help locate an "honoring repair facility." Be able to justify all decisions.
• Dispatch independent adjusters as needed to examine vehicles in the field. Evaluate their inspection reports.
• Inform Team Specialist about claims results, use of after-market parts, and critical decisions. Identify problem areas, problem dealers, needed policies and procedures, etc. and recommend solutions. Refer disputed claims to Team Specialist.
• Process customer reimbursement requests and transfer requests.
• Assist other Technical Service Specialists to interpret and apply terms and conditions of GSFS products.
• Coordinate and communicate actions within the company and with dealers.
• Other duties as assigned.

This position has no supervisory resposibilities.

QUALIFICATIONS
Education and/or Experience:

High school diploma or general education degree (GED); and two years related experience and/or training; or equivalent combination of education and experience.

CRITICAL COMPETENCIES

• Demonstrate excellent customer service and negotiating skills.
• Is customer and dealer focused.
• Is able to handle customers under difficult situations.
• Demonstrate strong analytical and problem solving skills.
• Demonstrate thorough knowledge of automotive repair, technical vehicle operations, components, and breakdowns. Is able to act as technical advisor to claims processors.
• Demonstrate excellent claims administration skills.
• Demonstrate knowledge of the company's products their coverage and benefits.
• Demonstrate computer skills. Is able to use computer in stressful situations.
• Is able to support change.
• Is able to communicate effectively -- orally and in writing.
• Understand the company's claims productivity measurements.

KEY MEASURES

Performance Achievement

• Percentage of Self Development Tasks achieved.

Productivity (Monthly and YTD)

• Number of claims paid compared to total number of claims processed.
• Value of claims paid.

Customers

• Satisfaction of customers with claims services.
• Satisfaction of dealers with claims services.
• Satisfaction of management with claims services.

Leadership

• Validity of technical advice provided associates.
• Effectiveness of communications.

COMPLIANCE
Carries out responsibilities in accordance with the company's policies, administrative, dealer, and operating agreements, licensing requirements, agent's guidelines, and applicable federal and state laws.

LANGUAGE SKILLS
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedures manuals. Ability to write routine reports and correspondence. Ability to speak effectively with vendors and associates from corporate office.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

REASONING ABILITY

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

(For optimum performance, the jobholder in this position would be expected to demonstrate appropriate knowledge, skills, and abilities in the listed areas.)

CERTIFICATES, LICENSES, REGISTRATIONS*

Has valid driver's license. Is legally able to work in the United States. Certifications from National Institute for Automotive Excellence (ASE) in at least four areas of technical service preferred. Holds a property and casualty adjuster's license.

PHYSICAL REQUIREMENTS

The physical requirements described here are representative of those that must be met by an associate to successfully perform the essential functions of the job. While performing the duties of the job, the associate is required on a daily basis to analyze and interpret data, communicate, and remain in a stationary position for a significant amount of the work day; and frequently access, input, and retrieve information from the computer and other office productivity devices. The associate is regularly required to move about the office and around the corporate campus. The associate is occasionally required to travel to other sites, including out-of-state, where applicable, for business. The associate must frequently move up to 10 pounds and occasionally move up to 25 pounds.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. While the job is generally performed in an office environment, the associate is occasionally exposed to wet and/or humid conditions, areas in which moving mechanical parts, fumes, toxic or caustic chemicals are present, and outside weather conditions. The noise level in the office environment is typically quiet, but the associate may be occasionally exposed to loud noise levels.

TRAVEL REQUIRED

Minimal travel is required for this position (up to 20% of the time and on a domestic basis).

The Friedkin Group and its affiliates are equal opportunity employers and maintain drug-free workplaces by conducting pre-employment drug testing.

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TOTAL REWARDS

Our Total Rewards package is an integral part of how we recognize our associates' contributions as well as attract, retain and reward the most qualified employees. We are committed to providing a fair and competitive compensation structure that includes base pay and performance based rewards, where applicable. Compensation is based on various factors including, but not limited to, skill set, experience, qualifications and job-related requirements. Our benefits include medical, dental, and vision along with wellness programs, retirement plans, paid leave and much more! To learn more about these programs and many more, take a tour of our Benefits Page at .