Automotive Technical Specialist, Claim Resolutions

Job Description

<p><span><b>Who We Are:</b><br /><span>At OPENLANE we make wholesale easy so our customers can be more successful. </span><br /><b>We’re a technology company</b><span> building the world’s most advanced—and <span>uncomplicated—digital</span> marketplace for used vehicles.</span><br /><b>We’re a data company</b><span> helping customers buy and sell smarter with clear, actionable insights they can understand and use.</span><br /><b>And we’re an innovation company</b><span> accelerating the future of wholesale remarketing through curiosity, collaboration, and an entrepreneurial spirit.</span><br /><b>Our Values: </b><br /><b>Driven Waybuilders.</b><span> We pursue challenges that inspire us to build, create, and innovate.</span><br /><b>Relentless Curiosity.</b><span> We seek to understand and improve our customers’ experience.</span><br /><b>Smart Risk-Taking.</b><span> We transform risk into progress through data, experience, and intuition.</span><br /><b>Fearless Ownership.</b><span> We deliver what we promise and learn along the way.</span><br /><b>What We Offer: </b></span></p><ul><li><p><span>Competitive pay</span></p></li><li><p><span><span>Medical, dental, and vision benefits with employer HSA contributions (US) and FSA options (US)</span></span></p></li><li><p><span><span>Immediately vested 401K (US) or RRSP (Canada) with company match</span></span></p></li><li><p><span><span>Paid Vacation, Personal, and Sick Time</span></span></p></li><li><p><span><span>Paid maternity and paternity leave (US)</span></span></p></li><li><p><span><span>Employer-paid short-term disability, long-term disability, life insurance, and AD&D (US)</span></span></p></li><li><p><span><span>Robust Employee Assistance Program</span></span></p></li><li><p><span><span>Employer paid Leap into Service Day to volunteer</span></span></p></li><li><p><span><span>Tuition Reimbursement for eligible programs</span></span></p></li><li><p><span><span>Opportunities to expand your skill set and share your knowledge across a publicly traded, global organization</span></span></p></li><li><p><span><span>Company culture of internal promotions, diverse career paths, and meaningful advancement</span></span><br /> </p></li></ul><p><b><b>We're Looking For:</b></b></p><p><span>We are seeking an</span><b><span> Automotive Technical Specialist </span></b><span>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.</span></p> <p><b>You Are:</b></p><ul><li><p><b><b>Technically Proficient.</b><span> </span></b><span>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.</span></p></li><li><p><b><b>Customer Focused.</b><span> </span></b><span>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.</span></p></li><li><p><b><b>Analytical.</b><span> </span></b><span>You methodically review complex cases, leveraging your technical knowledge and adherence to policy to find fair and logical solutions for customers.</span></p></li><li><p><b><b>Fair.</b><span> </span></b><span>Using sound judgment and information from cross-functional teams, you navigate disputes to present unbiased and technically sound case resolutions.</span></p></li></ul> <p><b><b>You will:</b></b></p><ul><li><p><span>Apply your diagnostic acumen to verify vehicle condition data from inspection reports, confirming accuracy and identifying potential discrepancies.</span></p></li><li><p><span>Investigate and resolve customer arbitration claims by serving as a neutral technical expert.</span></p></li><li><p><span>Maintain proactive and clear communication with customers, ensuring they understand the technical basis for resolutions.</span></p></li><li><p><span>Educate customers and internal teams on best practices and reasonable expectations regarding vehicle condition, repairs, and reconditioning.</span></p></li><li><p><span>Translate customer descriptions of issues into technical assessments, clarifying mechanical, cosmetic, or title-related concerns.</span></p></li><li><p><span>Understand and resolve issues with regards to vehicle registration, liens, and odometer disputes.</span></p></li><li><p><span>Utilize analytics to identify trends and opportunities for enhancing customer experience and productivity.</span></p></li><li><p><span>Mediate disputes and negotiate repairs or pricing to reach mutually agreeable solutions, ensuring customer satisfaction and buyer retention.</span></p></li><li><p><span>Collaborate with inspection and quality control teams to provide feedback and manage policy and goodwill loss effectively.</span></p></li><li><p><span>Stay up to date on evolving arbitration policies and best practices through relative legislation for various provinces across Canada.</span></p></li></ul> <p><b><b>Must Haves:</b></b></p><ul><li><p><span>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.</span></p></li><li><p><span>Outstanding customer service orientation with excellent communication abilities, capable of de-escalating conflict and managing customer expectations.</span></p></li><li><p><span>A positive attitude, exceptional follow-up skills, basic computer literacy, and a strong commitment to teamwork.</span></p></li><li><p><span>Superior conflict resolution, negotiation, and communication skills (both written and verbal).</span></p></li><li><p><span>Proficiency in utilizing CRM software to effectively manage customer interactions and maintain accurate records.</span></p></li></ul> <p><b><b>Nice to Haves:</b></b></p><ul><li><p><span>Ability to analyze a process and suggest/develop improvements.</span></p></li><li><p><span>Experience using Google Suite offerings and Slack.</span></p></li></ul><ul><li><p><span>Bilingual in English and French</span></p><ul><li><p><span>This role may involve interacting with customers, leaders, and colleagues in Quebec, other provinces, or internationally, some of whom may not speak French.</span></p></li></ul></li></ul><p><br /><b>Sound like a match? Apply Now - We can't wait to hear from you!</b><br /> </p>