Job description

WHY JOIN OUR TEAM AT VMI?

We change the lives of individuals and families every day!

Your contributions will make a difference in the lives of the customers we serve. VMI is one of the largest manufacturers of wheelchair vehicle conversions, and we take great pride in building leading-edge mobility products that meet the needs of our customers. You’ll have a critical role in this unifying cause, and VMI offers a work environment that supports this mission while fostering your personal growth. We are committed to working with the best and brightest people!

We are looking for:

* Certified, automotive diagnostics and repair experience; AND

* Experience supporting automotive technicians in a call center type environment; AND

* Warranty claims or adjustor experience.

VETERANS ARE ENCOURAGED TO APPLY.

The Specialist is the first point of contact for Automotive Tech Support Specialists for questions regarding our current production, legacy products, lift systems and parts. You will respond to telephone calls and emails to provide your mechanical expertise to technicians across the country.

JOB FUNCTIONS:

· Manage inbound and outbound calls related to our product administration, parts ordering, and mechanical diagnostic needs.

· Handle claims and part requests daily, providing continued follow up until final resolutions are met.

· Work in a call center environment focused on handling calls daily with expected performance metrics, handle times, and volume.

· Probe and troubleshoot mechanical breakdown of claims to determine whether the customer complaint, repair facility diagnosis, and/or failed parts meets the criteria for approval based on the terms and conditions of the extended service contract.

· Perform all aspects of claim handling but not limited to diagnosis assistance, adjudication, part ordering, customer contacts and management assignments

· Document all interactions, research, verifications, and other claim-related information in the database system.

· Interface with customers, agents, dealers, and other relevant parties to complete all investigations of claims.

· Retrieve information from company systems and communicate information back to the customers, dealers, repair facilities, and vendors in a clear and concise manner.

· Identify improvement opportunities through analysis of parts sales, warranty, voice of the customer and dealership feedback

Competencies:

· Action Oriented

· Time Management

· Timely Decision Making

· Functional/Technical Skills

· Customer Focus

KNOWLEDGE, SKILLS & ABILITIES:

· Automotive diagnostic and repair, strong mechanical aptitude.

Ability to read and understand work orders and schematics.

· Ability to interact with multiple computer interfaces while servicing phone-based interactions

QUALIFICATIONS:

· Strong organizational, communication (written and oral), computer and statistical analysis skills required

· Ability to travel required - approximately 5% annually.

· Minimum 3 to 5 years ’technical and diagnostic experience in an automotive repair facility environment preferred.

· 1 to 3 years’ call center experience desired

VMI is an Equal Opportunity Employer Veteran/Disabled

Job Type: Full-time

Pay: $26.00 - $32.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• call center or online service: 1 year (Preferred)
• Automotive repair/diagnostic: 5 years (Required)

Work Location: In person

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