New

Automotive Technical Assistance Specialist

Stellantis
parental leave, tuition reimbursement, 401(k)
United States, Michigan, Auburn Hills
Dec 06, 2025
The STAR Master Consultant's primary responsibility is to lead diagnostic support, manage complex cases, and drive continuous improvement in issue resolution and customer satisfaction, with a focus on emerging technologies and new product launches. Responsibilities Include: Assist and direct level 1 agents in diagnosing the root cause of customer concerns ensuring a successful resolution to the concern through repair guidance Acts as a technical leader within the STAR Center, supporting agents and improving diagnostic quality Maintain advanced knowledge of vehicle technology, STLA diagnostic procedures, and STAR case handling Guide agents in diagnosing customer concerns and resolving issues through repair recommendations Manages escalated cases, reviews STAR cases, and determines next steps including outbound calls and escalation Provide biweekly feedback to Team Leads and Trainers on agent development and training needs Support L2 cases, perform follow-ups, and use reports to identify cases needing escalation Review closed cases weekly to identify emerging issues and repair trends Supports root cause analysis and calibration efforts to improve Dealer satisfaction including coaching L1 agents Focus for issue bucketing and new technologies Support each new model launch and Field Early Warranty programs Basic Qualifications: High School Diploma or GED 3+ years of automotive repair experience (Stellantis dealership preferred) Automotive Service Excellence Certifications, current or expired (ASE) Knowledge of diagnostic and repair tools and dealer information software Basic PC software knowledge including windows basics Preferred Qualifications: Previous call center agent experience Associate or bachelor's degree Ticket handling experience Salaried Employee Benefits (US, Non-Represented) Health & Wellbeing Comprehensive coverages encompassing the Physical, Mental, Emotional, and overall Wellbeing of our employees, including short- and long-term disability. Compensation, Savings, and Retirement Annual Incentive Plan (SAIP), 401k with Employer Match & Contribution (max 8%), SoFi Student Loan Refinancing. Time Away from Work Paid time includes company holidays, vacation, and Float/Wellbeing Days. Family Benefits 12 Weeks paid Parental Leave, Domestic Partner Benefits, Family Building Benefit, Marketplace, Life/Disability and other Insurances. Professional Growth Annual training, tuition reimbursement and discounts, Business Resource & Intra-professional Groups. Company Car & More Comprehensive Company Car Program and Vehicle Discounts. Vehicle discounts include family and friends.