EV Technical Service Agent

RESPONSIBILITIES:
Kforce's client, a Detroit, MI-based automotive manufacturer who brings engineering, technology, and design together to create innovative vehicles, energy solutions, and in-vehicle services is seeking an EV Technical Service Agent.

Roles and Responsibilities:
Technical diagnosis and troubleshooting:
* Navigate available tools to perform remote diagnosis and troubleshooting
* Provide resolution guidance for site visits to other parties
* Ensure high customer satisfaction during issue resolution

Case Management:
* Create/update cases in Salesforce
* Work with logistics for parts ordering/return
* Serve as lead for technical escalations from service partners, non technical advisors and others
* Provide training as subject matter expert on technical details
* Provide flow related insights/feedback to improve efficiencies and customer satisfaction

Warranty/RMA/Out of Warranty: In conjunction to general case management responsibilities:
* Determine warranty status and manage claims
* Reconcile at month end for claims made with logistics, if required
* Warm transfers/service tech scheduling, if required

Training:
* Train other agents as required
* Support creation of training materials based on experience

REQUIREMENTS:
* Associate/Trade degree in related space and/or four years of equivalent experience (electrical)
* 3+ years as electrician or working on electrical components, EV charging equipment repair/installation experience strongly preferred
* Minimum 2 years of experience in a call center/customer facing environment
* Evidence of safety-first attitude
* IT and wi-fi troubleshooting skillset
* Proficiency in Microsoft Word, Outlook, Teams, PowerPoint, and Excel; And Salesforce
* The ability to balance competing priorities while maintaining effectiveness in a dynamic, often chaotic environment
* Adept oral and written communication skills that involves understanding the customer; getting the message across; Presenting information effectively; and communicating openly
* High level of interpersonal skills to work effectively with others
* Computer skills to develop, maintain, and analyze data
* Demonstrated ability to learn new technologies and processes, and adapt to change
* Ability to innovate, solve complex issues, and present new ideas
* Excellent time management skills - the ability to effectively and efficiently use your time to focus on the most impactful activities and challenge those that distract from the identified goal
* Responsive and understanding of business issues and data challenges in Aftersales and IT Systems
* High level of analytical ability where problems are unusual, difficult, or complex
* Ability to lead problem solving activities and manage resolution targets
* Valid driver's license

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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