Sr. Technical Specialist

$72,200 - $108,300/Yr

American Honda Finance Corporation - Torrance, CA

Full-time - Mid Level

Hybrid - Torrance, CA

Rental and Leasing Services

About the position

The Sr. Technical Specialist at Honda serves as a vital technical resource for both internal and external customers, leveraging advanced knowledge of vehicle systems and diagnostic techniques to enhance customer satisfaction and quality improvement. This role involves analyzing various data points to provide effective repair recommendations, minimizing unnecessary repairs, and mentoring new hires and technicians. The position emphasizes collaboration with engineering teams and the continuous development of technical expertise to address market issues and improve service delivery.

Responsibilities

• Provide direction when published resources are ineffective or repair procedures are non-existent.
• Formulate ad hoc troubleshooting processes to determine root cause and remedy problems.
• Minimize unnecessary repairs and direct technicians toward appropriate repair methods/procedures to prevent excessive warranty expense and diminished customer satisfaction.
• Provide expert technical support to dealers for diagnosing and repairing Honda and Acura automobiles beyond routine repairs.
• Assess technician skill/aptitude and determine proper repair direction, including creating ad hoc troubleshooting or dealer visits for in-person repairs.
• Validate service repair information and provide ongoing feedback/corrections on published troubleshooting and repair information.
• Function as a technical resource for internal and external customers, possessing advanced level knowledge of vehicle systems and diagnostic techniques.
• Assess urgency and risk of all technical data gathered to provide real-time feedback to business functions supporting market quality improvement initiatives.
• Collaborate with Engineering to manage technical information flow and provide dealer feedback on emerging market issues.
• Mentor new hires and internal shop techs on determining proper repairs using accepted practices.
• Provide advanced technical support for difficult to repair vehicles and scramble to dealers for the most difficult repairs.
• Develop Subject Matter/Project area of expertise and share knowledge.
• Identify and address gaps in knowledge through focused training.
• Moderate Tech Line Forum to ensure relevant content and compliance with Forum Terms of Use.
• Respond within 24 hours to unanswered posts on assigned Forum subject boards.
• Ensure accurate call classification of all received calls within the Tech Line system.
• Manage call load efficiently.
• Diagnose and repair vehicles with a total quality mindset that exceeds customer expectations.

Requirements

• High School Diploma
• 2-years Automotive Trade School or AA in Automotive Technology equivalent
• 5-Years automobile service shop experience, preferably at a Honda or Acura dealership
• Training to General Technician rating or better (Honda or Acura preferred)
• 3-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 used by Honda and Acura vehicles
• Driving record background check and approval to operate company vehicles
• Proficient on MS Office and Adobe products
• Good grammar and ability to articulate technical information via phone
• Adept at creating impromptu troubleshooting to bridge gaps in vehicle repairs
• Proficient at assessing technician skill level and tailoring repair direction accordingly
• Ability to input, access and analyze data using various technical interfaces
• Ability to interact with peers internally and externally to achieve shared goals
• Ability to create and deliver group presentations
• Proficient at data entry, reading, writing, and comprehension skills
• Excellent attention to detail and situational awareness when evaluating test vehicles.

Nice-to-haves

• Experience with Honda or Acura vehicles
• Familiarity with engineering test vehicles
• Experience in mentoring or training roles

Benefits

• Competitive Base Salary
• Annual Bonus
• Industry-leading Benefit Plans (Medical, Dental, Vision)
• Paid time off, including vacation, paid holidays, sick time, and personal days
• 401K Plan with company match + additional contribution
• Relocation assistance (if eligible)
• Advancement opportunities
• Career mobility
• Education reimbursement for continued learning
• Training and Development programs
• Wellbeing program
• Community service and engagement programs
• Product programs
• Free drinks onsite