Job Title

Automotive Technical Specialist, Claim Resolutions Who We Are At OPENLANE we make wholesale easy so our customers can be more successful. Were a technology company building the worlds most advancedand uncomplicateddigital marketplace for used vehicles. Were a data company helping customers buy and sell smarter with clear, actionable insights they can understand and use. And were an innovation company accelerating the future of wholesale remarketing through curiosity, collaboration, and an entrepreneurial spirit. Our Values Driven Waybuilders . We pursue challenges that inspire us to build, create, and innovate. Relentless Curiosity . We seek to understand and improve our customers experience. Smart Risk-Taking . We transform risk into progress through data, experience, and intuition. Fearless Ownership . We deliver what we promise and learn along the way. What We Offer Competitive pay Medical, dental, and vision benefits with employer HSA contributions (US) and FSA options (US) Immediately vested 401K (US) or RRSP (Canada) with company match Paid Vacation, Personal, and Sick Time Paid maternity and paternity leave (US) Employerpaid shortterm disability, longterm disability, life insurance, and AD&D (US) Robust Employee Assistance Program Employer paid Leap into Service Day to volunteer Tuition Reimbursement for eligible programs Opportunities to expand your skill set and share your knowledge across a publicly traded, global organization Company culture of internal promotions, diverse career paths, and meaningful advancement We're Looking For We are seeking an Automotive Technical Specialist for our Claim Resolutions teama role designed for a professional with a strong background in handson automotive diagnostics and customer relations. You will act as a bridge between technical vehicle assessment and fair dispute resolution, applying your realworld experience to a corporate environment. As a key member of the Arbitration team, you will investigate and resolve claims by grounding your decisions in the physical facts of a vehicles condition. You Are Technically Proficient . You have a technicians eye for detail. Analyze inspection reports, photos, and customer descriptions to identify mechanical or cosmetic issues and understand their implications. Customer Focused . Skilled communicator who can translate complex technical issues into clear, understandable terms for buyers and sellers. Analytical . Methodically review complex cases, leveraging technical knowledge and adherence to policy to find fair and logical solutions. Fair . Use sound judgment and information from crossfunctional teams to present unbiased and technically sound case resolutions. You Will Apply diagnostic acumen to verify vehicle condition data from inspection reports, confirming accuracy and identifying potential discrepancies. Investigate and resolve customer arbitration claims 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. Resolve issues with 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. Collaborate with inspection and quality control teams to provide feedback and manage policy and goodwill loss. Stay up to date on evolving arbitration policies and best practices for various provinces across Canada. Must Haves Minimum 2 years of handson experience in automotive industry as Service Technician, Service Advisor, Damage Estimator, Body Shop, etc. Outstanding customer service orientation with excellent communication abilities, deescalation, and customer expectation management. Positive attitude, exceptional followup skills, basic computer literacy, and strong commitment to teamwork. Superior conflict resolution, negotiation, and communication skills (both written and verbal). Proficiency in utilizing CRM software to manage customer interactions and accurate records. Nice to Haves Ability to analyze a process and suggest or develop improvements. Experience using Google Suite offerings and Slack. Bilingual in English and French. Sound like a match? Apply Now - We cant wait to hear from you! Seniority level Entry level Employment type Fulltime Job function Management and Manufacturing Industries Technology, Information and Media Referrals increase your chances of interviewing at OPENLANE by 2x #J-18808-Ljbffr