Senior Technical Specialist

Legal Entity :  American Honda Motor Co., Inc.

Business Unit :  Parts Service & Technical

Division :  Technical Service

Work Location : Torrance - Main Campus Location

Shift :  1st

Workstyle :   Onsite

Career Level :   4

Job Grade :  Exempt-2

Salary Range : $73,300.00  - $110,000.00

Job Purpose

Tech Line functions as a technical resource for internal and external customers, possessing advanced level knowledge of vehicle systems, diagnostic techniques, repair procedures, and overall product familiarity supporting quality improvement and customer satisfaction.

Tech Line Specialists gather, understand, and analyze information (customer contention, vehicle data / parameters, environmental conditions, geo / location, technician skill / aptitude, etc.) from dealer technicians and provide repair recommendations based on these conditions

Key Accountabilities

• Provide direction when published resources are ineffective or repair procedures are non-existent. Formulate ad hoc troubleshooting processes to determine root cause and remedy problems
• Minimize unnecessary repairs and direct technicians toward appropriate repair methods / procedures to prevent excessive warranty expense and diminished customer satisfaction
• Provide expert technical support to our dealers to assist in the diagnosis and repair of Honda and Acura Automobiles beyond routine repairs
• Assess technician skill / aptitude and determine proper repair direction that may include creating ad hoc troubleshooting or dealer visits for In-Person repairs
• Validate service repair information and provide ongoing feedback / corrections on published troubleshooting and repair information to ensure accuracy and practical application
• Function as a technical resource for internal and external customers, possessing advanced level knowledge of vehicle systems, diagnostic techniques, repair procedures, and overall product familiarity
• Assess urgency and risk of all technical data gathered (Tech Line cases or Tech Line Forum posts) in order to provide real time feedback to all S and E business functions that support market quality improvement initiatives and speed to countermeasure activities
• Collaborate with Engineering group to manage technical information flow from AHM to dealers and provide dealer feedback to Engineering on emerging market issues
• Mentor Tech Line new hires, Field Technical Specialists, and internal shop techs on how to determine proper repairs using accepted practices to improve efficiency and minimize unnecessary repairs
• Provide advanced technical support for FTS on difficult to repair vehicles and scramble to dealers for most difficult repairs
• Develop Subject Matter / Project area of expertise and share knowledge
• Identify and address gaps in knowledge thru focused training
• Moderate Tech Line Forum to ensure peer to peer dealer technician content is relevant, conforms to Forum Terms of Use and posted solutions meet criteria for acceptable repairs
• Respond within 24 hours to unanswered posts on assigned Forum subject boards
• TREAD compliance, Accurate call classification of all received calls thru proper complaint code assignments within the Tech Line system
• Manage call load efficiently
• Diagnose and repair vehicles with a total quality mind-set of work that exceeds our customer's expectations

Qualifications, Experience, and Skills

Other Job-Specific Skills

Honda is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, veteran status, or any other protected factor.