Bilingual Automotive Technical Specialist, Claim Resolutions - Ontario (ON) - OPENLANE

    OPENLANE
    OPENLANE Ontario (ON)

    9 hours ago

    Permanent
    Description

    We're Looking For:

    We are seeking a Bilingual Automotive Technical Specialist 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'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.

    You Are:

    • Technically Proficient. You have a technician's eye for detail. You can analyze inspection reports, photos, and customer descriptions to identify mechanical or cosmetic issues and understand their implications.

    • Customer Focused. 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.

    • Analytical. You methodically review complex cases, leveraging your technical knowledge and adherence to policy to find fair and logical solutions for customers.

    • Fair. Using sound judgment and information from cross-functional teams, you navigate disputes to present unbiased and technically sound case resolutions.

    You will:

    • Apply your diagnostic acumen to verify vehicle condition data from inspection reports, confirming accuracy and identifying potential discrepancies.

    • Investigate and resolve customer arbitration claims by serving as a neutral technical expert.

    • Maintain proactive and clear communication with customers, ensuring they understand the technical basis for resolutions.

    • Educate customers and internal teams on best practices and reasonable expectations regarding vehicle condition, repairs, and reconditioning.

    • Translate customer descriptions of issues into technical assessments, clarifying mechanical, cosmetic, or title-related concerns.

    • Understand and resolve issues with regards to vehicle registration, liens, and odometer disputes.

    • Utilize analytics to identify trends and opportunities for enhancing customer experience and productivity.

    • Mediate disputes and negotiate repairs or pricing to reach mutually agreeable solutions, ensuring customer satisfaction and buyer retention.

    • Collaborate with inspection and quality control teams to provide feedback and manage policy and goodwill loss effectively.

    • Stay up to date on evolving arbitration policies and best practices through relative legislation for various provinces across Canada.

    Must Haves:

    • 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.

    • Outstanding customer service orientation with excellent communication abilities, capable of de-escalating conflict and managing customer expectations.

    • Bilingual in English and French

      • This role may involve interacting with customers, leaders, and colleagues in Quebec, other provinces, or internationally, some of whom may not speak French.

      • A positive attitude, exceptional follow-up skills, basic computer literacy, and a strong commitment to teamwork.

      • Superior conflict resolution, negotiation, and communication skills (both written and verbal).

      • Proficiency in utilizing CRM software to effectively manage customer interactions and maintain accurate records.

      Nice to Haves:

      • Ability to analyze a process and suggest/develop improvements.

      • Experience using Google Suite offerings and Slack.

      Compensation Range of

      Hourly: $28.00 - $30.00 CAD

      (Depending on experience, skill set, qualifications, and other relevant factors.)

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