Technical Specialist

This is a fully remote position, open to applicants in Alabama, +35 more states.

📋 Description

• Support Mazda dealers with a range of inquiries, particularly complex vehicle issues that are challenging to diagnose or repair over the phone.

• Deliver clear and precise repair instructions and procedures to dealer technicians to facilitate swift issue resolution.

• Ensure accurate and comprehensive documentation of all case files, providing a clear understanding of vehicle issues according to established guidelines.

• Analyze onboard vehicle data to identify the root cause of concerns.

• Recognize critical cases and escalate them to field Technical Specialists or Product Quality teams for further support and resolution.

• Inform the Mediation Department of critical cases to avert repurchase or potential loss of customer retention.

• Collaborate with field Technical Specialists to co-develop and present technical information during monthly Tech Tips seminars for dealer technicians.

• Manage countermeasure repair parts orders through the Parts Test Lab (PTL) to assist dealers in repairing vehicles under investigation.

• Review Social Moderation Comments and Photos, providing approval or denial for dealer technicians' reference.

• Diagnose and validate Major Assembly concerns, inputting and collecting necessary documentation to support Major Assembly authorization and approve Major Assembly replacements.

• Review and process Major Assembly warranty claims, including those approved by field Technical Specialists.

• Document concerns that necessitate reporting and investigation by the MC and/or Product Quality teams as per Technical Information (TI).

⛳️ Requirements

• An Associate degree (AA/AS) in a related field, or an equivalent combination of education, training, and work experience.

• A minimum of three (3) years of hands-on automotive diagnostic work experience.

• Experience utilizing dealer/OEM diagnostic tools and service-related systems.

• Preferred but not mandatory: hands-on technician work experience with Mazda.

• Background in a Call Center, either in technical support or customer relations.

• Familiarity with Mazda service-related systems (e.g., MGSS, Siebel, MGWS) and Mazda diagnostic tools.

• Experience working at a dealership.

• ASE Master Certification is preferred.

• ASE Advanced Level Specialist [L1, L3, L4] certification is preferred.

• Mazda Master Technician certification is an advantage.

🏝️ Benefits

• Learn more about MNAO’s comprehensive benefits package here.