Automotive Technical Specialist, Claim Resolutions

Job Description

<h3>Job Description</h3><p>Job Description<p><p><b>Who We Are:</b><br />At OPENLANE we make wholesale easy so our customers can be more successful. <br><br><b>We’re a technology company</b> building the world’s most advanced—and uncomplicated—digital marketplace for used vehicles.<br /><b>We’re a data company</b> helping customers buy and sell smarter with clear, actionable insights they can understand and use.<br /><b>And we’re an innovation company</b> accelerating the future of wholesale remarketing through curiosity, collaboration, and an entrepreneurial spirit.<br><br><b>Our Values: </b><br /><b>Driven Waybuilders.</b> We pursue challenges that inspire us to build, create, and innovate.<br /><b>Relentless Curiosity.</b> We seek to understand and improve our customers’ experience.<br /><b>Smart Risk-Taking.</b> We transform risk into progress through data, experience, and intuition.<br /><b>Fearless Ownership.</b> We deliver what we promise and learn along the way.<br><br><b>What We Offer: </b></p><ul><li><p>Competitive pay</p></li><li><p>Medical, dental, and vision benefits with employer HSA contributions (US) and FSA options (US)</p></li><li><p>Immediately vested 401K (US) or RRSP (Canada) with company match</p></li><li><p>Paid Vacation, Personal, and Sick Time</p></li><li><p>Paid maternity and paternity leave (US)</p></li><li><p>Employer-paid short-term disability, long-term disability, life insurance, and AD&D (US)</p></li><li><p>Robust Employee Assistance Program</p></li><li><p>Employer paid Leap into Service Day to volunteer</p></li><li><p>Tuition Reimbursement for eligible programs</p></li><li><p>Opportunities to expand your skill set and share your knowledge across a publicly traded, global organization</p></li><li><p>Company culture of internal promotions, diverse career paths, and meaningful advancement<br /> </p></li></ul><p><b><b>We&#39;re Looking For:</b></b></p><p>We are seeking an<b> Automotive Technical Specialist </b>for our Claim Resolutions team—a role designed for a professional with a strong background in hands-on automotive diagnostics and customer relations. You will act as a bridge between technical vehicle assessment and fair dispute resolution, applying your real-world experience to a corporate environment. As a key member of the Arbitration team, you will be responsible for investigating and resolving claims by grounding your decisions in the physical facts of a vehicle&#39;s condition. This position moves beyond procedural review, empowering you to use your diagnostic acumen and service experience to make sound, evidence-based judgments. The ideal candidate will have 2+ years of experience as an Automotive Technician, Service Advisor, or Damage Appraiser.</p><p></p><p><b>You Are:</b></p><ul><li><p><b><b>Technically Proficient.</b> </b>You have a technician&#39;s eye for detail. You can analyze inspection reports, photos, and customer descriptions to identify mechanical or cosmetic issues and understand their implications.</p></li><li><p><b><b>Customer Focused.</b> </b>You are a skilled communicator who can translate complex technical issues into clear, understandable terms for both buyers and sellers, ensuring a fair and transparent process for all parties on the OPENLANE marketplace.</p></li><li><p><b><b>Analytical.</b> </b>You methodically review complex cases, leveraging your technical knowledge and adherence to policy to find fair and logical solutions for customers.</p></li><li><p><b><b>Fair.</b> </b>Using sound judgment and information from cross-functional teams, you navigate disputes to present unbiased and technically sound case resolutions.</p></li></ul><p></p><p><b><b>You will:</b></b></p><ul><li><p>Apply your diagnostic acumen to verify vehicle condition data from inspection reports, confirming accuracy and identifying potential discrepancies.</p></li><li><p>Investigate and resolve customer arbitration claims by serving as a neutral technical expert.</p></li><li><p>Maintain proactive and clear communication with customers, ensuring they understand the technical basis for resolutions.</p></li><li><p>Educate customers and internal teams on best practices and reasonable expectations regarding vehicle condition, repairs, and reconditioning.</p></li><li><p>Translate customer descriptions of issues into technical assessments, clarifying mechanical, cosmetic, or title-related concerns.</p></li><li><p>Understand and resolve issues with regards to vehicle registration, liens, and odometer disputes.</p></li><li><p>Utilize analytics to identify trends and opportunities for enhancing customer experience and productivity.</p></li><li><p>Mediate disputes and negotiate repairs or pricing to reach mutually agreeable solutions, ensuring customer satisfaction and buyer retention.</p></li><li><p>Collaborate with inspection and quality control teams to provide feedback and manage policy and goodwill loss effectively.</p></li><li><p>Stay up to date on evolving arbitration policies and best practices through relative legislation for various provinces across Canada.</p></li></ul><p></p><p><b><b>Where you Work:</b> </b>Your work is ideally performed as a Hybrid employee at near an Vehicle Logistics Center. For exceptional candidates we will consider remote.</p><p></p><p><b><b>Must Haves:</b></b></p><ul><li><p>Minimum of 2 years of hands-on experience in the automotive industry (e.g., Service Technician, Service Advisor, Damage Estimator, Body Shop), demonstrating a solid, practical understanding of vehicle mechanics and repair.</p></li><li><p>Outstanding customer service orientation with excellent communication abilities, capable of de-escalating conflict and managing customer expectations.</p></li><li><p>A positive attitude, exceptional follow-up skills, basic computer literacy, and a strong commitment to teamwork.</p></li><li><p>Superior conflict resolution, negotiation, and communication skills (both written and verbal).</p></li><li><p>Proficiency in utilizing CRM software to effectively manage customer interactions and maintain accurate records.</p></li></ul><p></p><p><b><b>Nice to Haves:</b></b></p><ul><li><p>Ability to analyze a process and suggest/develop improvements.</p></li><li><p>Experience using Google Suite offerings and Slack.</p></li></ul><ul><li><p>Bilingual in English and French</p><ul><li><p>This role may involve interacting with customers, leaders, and colleagues in Quebec, other provinces, or internationally, some of whom may not speak French.</p></li></ul></li></ul><p><br /><b>Sound like a match? Apply Now - We can&#39;t wait to hear from you!</b><br /> </p></p></p>