{"schemaVersion":"jobsearcher.job.v1","id":"f6928f9ebf4aa3db4d45e20e","url":"https://jobsearcher.com/jobs/f6928f9ebf4aa3db4d45e20e","canonicalUrl":"https://jobsearcher.com/jobs/f6928f9ebf4aa3db4d45e20e","title":"Lead Technical Service Representative","description":"Requisition Title\n: Lead Technical Service Representative (049A1)\nUS-FL-Melbourne\nDescription\nSPW Lead Technical Service Representative\nAt Percepta, we bring first-class service across each market we support. As a SPW Lead Technical Service Representative in Melbourne, Florida, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture\nWhat You’ll Be Doing\nThe SPW Lead Technical Service Representative (LTSR) will support Technical Service Representatives (TSRs) and Dealers as the subject matter expert as it relates to SPW Policy, Prior Approval process, and automotive diagnostics/repair procedures. The LTSR will demonstrate high levels of contact center values including problem solving, customer first mentality, and always promoting a sense of family and teamwork. Like the TSR role, the LTSR will support incoming dealer claims as well as escalated claims while assisting with floor coaching and development.\nDuring a Typical Day, You’ll\nTeam Support:\n\nDeputizes for Supervisor when Supervisor is away, and delegates work accordingly.\nReceive and handle escalated dealer and field concerns.\nDeals with queries escalated by TSR’s.\nProvides a leadership element to the team as a coach, mentor, or senior staff member.\nProvide real-time technical assistance to reduce the total number of claims requiring technical escalation and reduce the total number of contacts per claim.\nIdentify and relay areas for improvement within the program to supervisor.\nIdentify technical training needs and provide claim examples to supervisor.\nMake recommendations to improve new and existing technical training materials.\nParticipating in Quality Assurance technical standard setting meetings.\nImprove overall claim processing time from a technical perspective.\nDealer Handling:\n\nReceive web contacts F/L dealerships regarding Service Part Warranty coverage and provide claims adjudication per published policy, technical merit, and contact handling processes.\nReview digital photographs, claim estimates, repair orders, and support documentation.\nPerform detailed claim analysis and adjudication per published policy and contact handling processes.\nPlace outbound calls to dealerships regarding status of submitted claim within client specified timeframes.\nCommunicate with dealers and repair facilities in a professional, knowledgeable manner pertaining to claim adjudication and concerns if authorization will not be provided.\nProperly log all dealer contacts into the appropriate contact system, to allow for an accurate historical view of contacts.\nEscalate, as appropriate, identified dealer inquiries and concerns.\nMeet or exceed all program specific performance metrics.\nContinuously improve call handling skills, systems knowledge, and communications skills, thus, enhancing customer satisfaction and service level results.\nSupport and sustain a positive work environment that fosters team performance through own work and behavior.\nBe receptive to performance feedback and work on improving own skills.\nHelp identify and resolve conflicts with sensitivity and tact.\nWork on activities and/or projects as requested by supervisor.\nWhat You Bring to the Role\n\nHigh School Diploma or equivalent.\nAutomotive Technical based degree from College or Technical/Vocational school or equivalent industry experience.\nMinimum 2-3 years of customer service experience.\nAutomotive technical aptitude required (multiple assessments required).\nMinimum 2-3 years recent experience as an automotive technician in a powertrain or 3-5 years as a service writer/parts person with technical knowledge, or equivalent training – required\nExperience as a SPW TSR – preferred\nDiesel and Gas engine diagnosis and repair experience – preferred\nASE, manufacturer or state technician certifications in automotive service and/or repair – preferred\nWhat You Can Expect\n\nCompetitive Salary with Incentives\nHealth/Dental/Vision/Life Insurance\nFlexible Spending Account (FSA) and Health Savings Account (HSA)\n401(k) with company match\nVacation/Sick Time and Paid Holidays\nTuition Reimbursement\nEmployee Assistance Program\nEmployee Discount Program\nTraining and Development Programs (Percepta College)\nEmployee Rewards Program (Perci Perks)\nA Bit More About Your Role\nAbility to analyze repair shop diagnosis information to identify the cause of mechanical failures.\nAbility to speak confidently about repair procedures and published policy.\nExcellent interpersonal skills.\nAbility to use conflict resolution and negotiation skills to resolve difficult contacts from an automotive technical perspective.\nStrong working knowledge of the Internet, computers, and software (MS Office products, Internet Explorer, etc.)\nFlexibility and adaptability in a fast-paced environment.\nAbility to analyze and solve problems.\nCommunicate and articulate in a professional and effective manner both verbally and written.\nAbility to exercise independent judgment and decision making\nReasoning ability and logical thinking.\nAbout Percepta\nEstablished in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support.\nOur values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we:\n\nLead with humility – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow.\nService beyond self – We serve others—clients, customers, and teammates—with care and integrity in every interaction.\nLeave it better – We take ownership and leave every process, person, and place better than we found it.\nWin together – We succeed as one—celebrating, supporting, and showing up for each other.\nDeliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out.\nPercepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way.","company":"Percepta","rawCompany":"percepta","city":"Melbourne","state":"FL","isRemote":false,"isActive":false,"createdAt":"2026-04-14T10:34:03.170Z","occupations":[{"code":"49-3023.00","title":"Automotive Service Technicians and Mechanics","slug":"automotive-service-technicians-and-mechanics"},{"code":"43-4051.00","title":"Customer Service Representatives","slug":"customer-service-representatives"},{"code":"41-2022.00","title":"Parts Salespersons","slug":"parts-salespersons"}],"industries":[{"code":"811111","title":"General Automotive Repair","slug":"general-automotive-repair"},{"code":"811114","title":"Specialized Automotive Repair","slug":"specialized-automotive-repair"},{"code":"441110","title":"New Car Dealers","slug":"new-car-dealers"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Lead Technical Service Representative","description":"Requisition Title\n: Lead Technical Service Representative (049A1)\nUS-FL-Melbourne\nDescription\nSPW Lead Technical Service Representative\nAt Percepta, we bring first-class service across each market we support. As a SPW Lead Technical Service Representative in Melbourne, Florida, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture\nWhat You’ll Be Doing\nThe SPW Lead Technical Service Representative (LTSR) will support Technical Service Representatives (TSRs) and Dealers as the subject matter expert as it relates to SPW Policy, Prior Approval process, and automotive diagnostics/repair procedures. The LTSR will demonstrate high levels of contact center values including problem solving, customer first mentality, and always promoting a sense of family and teamwork. Like the TSR role, the LTSR will support incoming dealer claims as well as escalated claims while assisting with floor coaching and development.\nDuring a Typical Day, You’ll\nTeam Support:\n\nDeputizes for Supervisor when Supervisor is away, and delegates work accordingly.\nReceive and handle escalated dealer and field concerns.\nDeals with queries escalated by TSR’s.\nProvides a leadership element to the team as a coach, mentor, or senior staff member.\nProvide real-time technical assistance to reduce the total number of claims requiring technical escalation and reduce the total number of contacts per claim.\nIdentify and relay areas for improvement within the program to supervisor.\nIdentify technical training needs and provide claim examples to supervisor.\nMake recommendations to improve new and existing technical training materials.\nParticipating in Quality Assurance technical standard setting meetings.\nImprove overall claim processing time from a technical perspective.\nDealer Handling:\n\nReceive web contacts F/L dealerships regarding Service Part Warranty coverage and provide claims adjudication per published policy, technical merit, and contact handling processes.\nReview digital photographs, claim estimates, repair orders, and support documentation.\nPerform detailed claim analysis and adjudication per published policy and contact handling processes.\nPlace outbound calls to dealerships regarding status of submitted claim within client specified timeframes.\nCommunicate with dealers and repair facilities in a professional, knowledgeable manner pertaining to claim adjudication and concerns if authorization will not be provided.\nProperly log all dealer contacts into the appropriate contact system, to allow for an accurate historical view of contacts.\nEscalate, as appropriate, identified dealer inquiries and concerns.\nMeet or exceed all program specific performance metrics.\nContinuously improve call handling skills, systems knowledge, and communications skills, thus, enhancing customer satisfaction and service level results.\nSupport and sustain a positive work environment that fosters team performance through own work and behavior.\nBe receptive to performance feedback and work on improving own skills.\nHelp identify and resolve conflicts with sensitivity and tact.\nWork on activities and/or projects as requested by supervisor.\nWhat You Bring to the Role\n\nHigh School Diploma or equivalent.\nAutomotive Technical based degree from College or Technical/Vocational school or equivalent industry experience.\nMinimum 2-3 years of customer service experience.\nAutomotive technical aptitude required (multiple assessments required).\nMinimum 2-3 years recent experience as an automotive technician in a powertrain or 3-5 years as a service writer/parts person with technical knowledge, or equivalent training – required\nExperience as a SPW TSR – preferred\nDiesel and Gas engine diagnosis and repair experience – preferred\nASE, manufacturer or state technician certifications in automotive service and/or repair – preferred\nWhat You Can Expect\n\nCompetitive Salary with Incentives\nHealth/Dental/Vision/Life Insurance\nFlexible Spending Account (FSA) and Health Savings Account (HSA)\n401(k) with company match\nVacation/Sick Time and Paid Holidays\nTuition Reimbursement\nEmployee Assistance Program\nEmployee Discount Program\nTraining and Development Programs (Percepta College)\nEmployee Rewards Program (Perci Perks)\nA Bit More About Your Role\nAbility to analyze repair shop diagnosis information to identify the cause of mechanical failures.\nAbility to speak confidently about repair procedures and published policy.\nExcellent interpersonal skills.\nAbility to use conflict resolution and negotiation skills to resolve difficult contacts from an automotive technical perspective.\nStrong working knowledge of the Internet, computers, and software (MS Office products, Internet Explorer, etc.)\nFlexibility and adaptability in a fast-paced environment.\nAbility to analyze and solve problems.\nCommunicate and articulate in a professional and effective manner both verbally and written.\nAbility to exercise independent judgment and decision making\nReasoning ability and logical thinking.\nAbout Percepta\nEstablished in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support.\nOur values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we:\n\nLead with humility – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow.\nService beyond self – We serve others—clients, customers, and teammates—with care and integrity in every interaction.\nLeave it better – We take ownership and leave every process, person, and place better than we found it.\nWin together – We succeed as one—celebrating, supporting, and showing up for each other.\nDeliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out.\nPercepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way.","datePosted":"2026-04-14T10:34:03.170Z","dateModified":"2026-04-14T10:34:03.170Z","hiringOrganization":{"@type":"Organization","name":"Percepta","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Melbourne","addressRegion":"FL","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"f6928f9ebf4aa3db4d45e20e"},"url":"https://jobsearcher.com/jobs/f6928f9ebf4aa3db4d45e20e"}}