Job Description

Job Title: Automotive Technical Support Specialist

Job Location: 17725 Katy Fwy, Houston, TX 77094

Job Overview:

The Automotive Technical Support Specialist will be responsible for store-level technical support on automotive repair issues for technicians. At the core of our support model, we communicate and promote the “CBA Way”, continuous learning, and our culture.

Technical Support: The Automotive Technical Support Specialist will assist technicians and service writers in proper diagnosis and repair procedures to facilitate a “fix it right the first time” model. This would include teaching best practices and time management while utilizing the resources available, including factory diagnostic tools, service information, and experience-based databases.

Responsibilities:

• Provide Level 1 & 2 technical support for CBA technicians needing assistance
• Perform admin functions in internal CBA Technician collaboration platform, including posting responses and utilization of resources
• Assisting trainers with training events.
• Work with third-party support vendors
• Continue to monitor, update, and provide industry-relevant resources for the Technical Assistance Center or T.A.C. collaboration platform.
• The Automotive Technical Support Specialist will also be responsible for demonstrating brand standards to CBA store employees on the proper way to do the following tasks:
  • Courtesy Inspection (using the established CBA process)
  • Provide or Obtain Programming Support
  • Provide or Obtain European MFG Support
  • Access general technical support
  • Access training resources, including video, print, online and experience-based
  • Obtain vendor support
• Various duties beyond responsibilities will be required monthly, if not more often, and include:
  • Maintaining the ticketing system database.
  • Submitting expense reports.
  • Preparing training materials as needed.
  • Teaching at CBA approved conferences as needed.
  • Representing CBA to industry associations and at events.
  • Reviewing preferred vendor class offerings

Qualifications

• Highly computer proficient, including the ability to learn new software
• Highly organized, efficient and agile in tasks, amidst a chaotic environment
• Upbeat, fast-paced, yet able to put others at ease
• Able to quickly recognize the highest priority or need and act/delegate accordingly
• Can stop/start multiple tasks and pick up where they left off quickly
• Articulate and professional - Excellent communication skills
• Computer/IT experience is a plus
• A1-­8 ASE certification a plus
• L1 ASE certification a plus
• OEM Certification a plus
• Hybrid Certification a plus
• Electric Vehicle Certification a plus
• Proficient in Microsoft Excel, Word, and PowerPoint
• Proficient in Email, Calendar, and task tracking software
• Proficient in scan tool operation, including OEM tools (Tech2, wiTECH, IDS)
• Proficient in J2534 FLASH programming
• Proficient in Alldata, Mitchell, Motologic, Identifix, factory OEM repair sites
• A team player who fits well with our core values and corporate culture of being Neighborly, practicing Transparency, Excellence, & Joy
• Accountable to the Brand, including the Franchisees, Home Office team, leadership team, and ultimately the Founder. The Automotive Technical Support Specialist will directly report to the Director of Automotive Technology.

Education & Experience:

• Experience in customer/client services
• Automotive repair experience in OEM dealership and/or Independent Repair Facility

Physical Requirements:

• Occasionally bending, twisting, and turning.
• Sitting for extended periods of time.
• Occasionally lift and/or move up to 25 pounds.

Workplace Environment:

• This role will be located at the Home Office headquarters in Houston, TX.
• A great workplace culture that has won repeated Top Workplace accolades by the Houston Chronicle.
• Open office layout to promote collaboration, conversation, and teamwork.
• Options to work remote/home on Mondays and Fridays.
• Travel may be required in the defined geographic region. Travel to continuing education and industry events will be required. Store visits may also be required. Total travel time should be between 20-45 days per year.

Additional Information

Base Salary: Competitive and commensurate with experience.

All of your information will be kept confidential according to EEO guidelines. Christian Brothers Automotive is an Equal Opportunity Employer. CBAC maintains “At will” employment practices.

CBA is a participant in E-verify and will provide the federal government with new employees' form I-9 to confirm they are authorized to work in the U.S.

For additional information, visit: https://www.e-verify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf