Bilingual Automotive Technical Specialist, Claim Resolutions

We're Looking For:

We are seeking a Bilingual Automotive Technical Specialist 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.

You Are:

• Technically Proficient. 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.

• Customer Focused. 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.

• Analytical. You methodically review complex cases, leveraging your technical knowledge and adherence to policy to find fair and logical solutions for customers.

• Fair. Using sound judgment and information from cross-functional teams, you navigate disputes to present unbiased and technically sound case resolutions.

You will:

• Apply your diagnostic acumen to verify vehicle condition data from inspection reports, confirming accuracy and identifying potential discrepancies.

• Investigate and resolve customer arbitration claims by serving as a neutral technical expert.

• Maintain proactive and clear communication with customers, ensuring they understand the technical basis for resolutions.

• Educate customers and internal teams on best practices and reasonable expectations regarding vehicle condition, repairs, and reconditioning.

• Translate customer descriptions of issues into technical assessments, clarifying mechanical, cosmetic, or title-related concerns.

• Understand and resolve issues with regards to vehicle registration, liens, and odometer disputes.

• Utilize analytics to identify trends and opportunities for enhancing customer experience and productivity.

• Mediate disputes and negotiate repairs or pricing to reach mutually agreeable solutions, ensuring customer satisfaction and buyer retention.

• Collaborate with inspection and quality control teams to provide feedback and manage policy and goodwill loss effectively.

• Stay up to date on evolving arbitration policies and best practices through relative legislation for various provinces across Canada.

Must Haves:

• 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.

• Outstanding customer service orientation with excellent communication abilities, capable of de-escalating conflict and managing customer expectations.

• Bilingual in English and French

  • This role may involve interacting with customers, leaders, and colleagues in Quebec, other provinces, or internationally, some of whom may not speak French.

• A positive attitude, exceptional follow-up skills, basic computer literacy, and a strong commitment to teamwork.

• Superior conflict resolution, negotiation, and communication skills (both written and verbal).

• Proficiency in utilizing CRM software to effectively manage customer interactions and maintain accurate records.

Nice to Haves:

• Ability to analyze a process and suggest/develop improvements.

• Experience using Google Suite offerings and Slack.

Compensation Range of

(Depending on experience, skill set, qualifications, and other relevant factors.)