Dealer Service Sr. Specialist

Job Purpose

The Dealer Service Senior Specialist is a highly specialized technical expert who protects and strengthens Customer Lifetime Loyalty (CLL) by enabling accurate, timely resolution of the most complex Honda and Acura vehicle concerns thereby supporting a trouble-free ownership experience.

Key Accountabilities

• Lead advanced remote diagnosis of complex, intermittent, or previously unresolved Honda and Acura vehicle concerns when existing resources are ineffective to reduce customer downtime and warranty expense and protect customer confidence
• Validate service information in real world applications; Design adaptive, troubleshooting strategies; test diagnostic hypotheses; and communicate precise repair direction matched to technician capability and available dealership resources
• Prevent ineffective parts replacement and repeat repair attempts, improving fixed right first visit performance
• Interpret complex vehicle electrical circuit drawings and various diagnostic data packets to develop ad hoc troubleshooting as needed for emerging market concerns
• Serve as a Technical Expert for dealers, Field Technical Specialists, Engineering, Publications, and other Service and Engineering business functions on difficult-to-repair vehicles and emerging product concerns
• Maintain deep subject-matter expertise in assigned vehicle systems, technologies, diagnostic methods, and project areas
• Provide escalation support for the most difficult cases and deploy to dealerships, logistics ports, and factories when on-site intervention is required to restore vehicle operation and customer confidence
• Lead or support unit and division level projects aimed at increased diagnostic efficiency, repair quality, and cost reduction
• Deconstruct advanced vehicle systems to identify functional characteristics, operating logic, and interactions, producing reference materials that enhance diagnostic efficiency and improve dealer repair effectiveness
• Moderate Tech Line Forum content to ensure peer-to-peer guidance is technically accurate, relevant, compliant with Forum Terms of Use, and aligned with approved repair practices
• Maintain TREAD compliance, accurate classification of all created cases thru proper complaint code assignments within the Tech Line system
• Manage contact volume, follow-up commitments, and competing priorities efficiently while maintaining the depth of analysis required for complex cases

Qualifications, Experience, and Skills

• High School Diploma
• Two years Automotive Trade School or AA in Automotive Technology equivalent
• Ten years automobile service shop experience. (Hands on diagnostic and repair experience at a Honda or Acura dealership is preferred)
• Three years in a lead Technician position. (Shop Foreman, Team Leader, Service Manager, Super Tech or equivalent preferred)
• In depth knowledge of complex vehicle systems including terminology related to Honda and Acura vehicles
• Driving record background check and approval to operate company vehicles
• (Ability to operate Engineering Test vehicles is required)
• Expert-level diagnostic reasoning across complex mechanical, electrical, electronic, networked, software-controlled, and integrated vehicle systems
• Advanced remote troubleshooting capability: able to build and test diagnostic hypotheses from incomplete or conflicting information without direct physical access to the vehicle
• Ability to interpret diagnostic trouble codes, scan-tool data, waveforms, electrical measurements, test results, symptoms, repair history, and environmental or operating conditions as an integrated evidence set
• Exceptional verbal questioning, active listening, technical writing, and coaching skills; able to translate complex concepts into precise direction tailored to a technician’s demonstrated capability
  Expert level proficiency with the use of Digital Multi Meter, High Voltage Insulation testers, Honda Diagnostic System, Global Diagnostic System (GDS-2)
• Ability to identify patterns across individual cases, distinguish isolated repair issues from emerging product concerns, and communicate evidence clearly to engineering and other stakeholders
• Proficiency with Microsoft office, adobe products, diagnostic platforms, technical databases, and evolving vehicle technologies and interfaces
• Ability to maintain a typing speed of 30 words per minute