What are the responsibilities and job description for the Automotive Technical Support - Level 2 position at TEC Group INC?
Onsite100% 5 days a week Auburn Hills, MI
Level 2 Automotive Technical Support
The STAR Level 2 Technical Support Specialist'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
Basic Qualifications:
- Hands‑on dealership technician experience (working on vehicles)
- Ideal: 3–5 years
- Minimum: 1–2 years (will consider)
- If no degree: minimum 5 years dealership experience
- Strong automotive technical background (engine, electrical, transmission, etc.)
- Comfortable working in a structured ticketing / case management environment
Nice‑to‑Have Qualifications
- ASE (ASC) Certification - Considered a nice‑to‑have (approx. 10–15% weighting)
- Willingness to obtain certification after hire is acceptable
- Prior call‑center or technical support experience
- Experience with OEMs is helpful but NOT required
- GM, Audi, other automotive backgrounds are acceptable
Education
- Associate’s or Bachelor’s degree preferred
- Degree may be substituted with relevant dealership experience (see above)
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Referral program
- Vision insurance
Work Location: In person