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Title:  Maserati Parts and Service Contract Specialist

Location: 

Auburn Hills, MI, US

Date: 

SUMMARY

  • Manual review, validation and revision of Maserati part pricing
  • Add, remove and edit Service Contract plans. Review contract expiration inquiries
  • Serve as a liaison to the Maserati Service Contract Marketing and Analytics teams

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Perform pricing updates on Maserati part numbers
  • Process Parts Helpdesk (PHD) inquiries
  • Update, download, and distribute the Maserati price tape file to DMS providers
  • Manage and review the parts catalog for high warranty impact parts, low margin parts and part cost anomalies. Assist in aligning U.S. catalog with EMEA catalog
  • Perform competitive part price benchmarking and provide recommendations to Maserati North America
  • Add, remove and edit Service Contract plans. Review contract expiration inquiries
  • Serve as a liaison to the Maserati Service Contract Marketing and Analytics teams
  • Process ad-hoc Service Contract requests from Customer Care, Sales/After Sales team and dealerships
  • Assist in the development of Service Contract communications such as bulletins, newsletters and best practice documents
  • Escalate unresolved issues to Maserati Warranty Manager
  • Other duties as assigned from time to time by the Maserati Warranty Manager

 

COMPETENCIES AND CHARACTERISTICS

  • Knowledge Retention - In order to provide the highest quality support to customers, processors must be able to learn and memorize a large amount of information
  • Detail Oriented – processors must be able to focus on the details of the conversation narrative in order to identify and isolate the real issue
  • Organizational skills - Processors must be able to handle multiple tasks at once while attending to the customer’s needs
  • Flexibility - Processors should be able to provide assistance to various types of customers. They should have the ability to focus on the warranty issues, provide solutions while maintaining a professional demeanor at all times and be open to change and to considerable variety in the workplace
  • Friendly - Project a warm and friendly image, consistently maintain a positive demeanor
  • Customer service focused - Must have the ability to stay calm in difficult situations. Must be able to gain and maintain control of customer conversations while providing world class customer service
  • Speed - Must be fast and efficient. Must be able to work quickly without sacrificing the quality of their work
  • Solutions oriented - Must be able to find workable solutions for any problems they might face

 

EDUCATION AND/OR EXPERIENCE

  • Worked as a warranty and service contract claim processor for minimum of 18 months is preferred
  • Minimum 1-2 years automotive technical background is preferred
  • Working experience with automotive dealership operations processes or similar business is preferred
  • Experience with assessing automotive warranty and service contract claims in a dealership environment is preferred
  • High school diploma or General Equivalency Diploma (GED) is required
  • Computer literacy, especially Microsoft Excel, Word, PowerPoint, OneNote, Skype and Outlook is required

 

LANGUAGE SKILLS

  • Full professional proficiency in English is required


REASONING ABILITY

  • Job requires analyzing information and using logic to address work-related issues and problems

 

PHYSICAL DEMANDS
While performing the duties of this job, the employee is regularly required to:

  • Call, video, email, message and communicate with dealers and co-workers
  • Carry sizeable amounts of paper documents
  • Organize and archive information both physical and electronic format

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function.

 

WORK ENVIRONMENT

  • Office environment
  • The noise level in the work environment is usually moderate
  • Monday – Friday; five (3) shifts available to cover U.S. east and west coasts, each with supplier and supervision coverage as follows:

 

    • 7:00am to 3:30pm
    • 8:00am to 4:30pm
    • 9:00am to 6:00pm (1 hour lunch)

If you are interested in this opportunity, please apply here.


Nearest Major Market: Detroit

Job Segment: Help Desk, Information Technology, Automotive, Customer Service, Technology

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