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Product Support Specialist

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OPUS IVS Inc

2021-12-04 05:30:01

Job location Ann Arbor, Michigan, United States

Job type: fulltime

Job industry: Other

Job description

Company Overview


Opus IVS helps shops repair complex vehicles fast with diagnostics, programming and live repair guidance from OE brand-specific master technicians. Opus IVS is committed to helping mechanical and collision shops complete repairs with intelligent vehicle support today, for a safer world tomorrow.

Opus IVS is the Intelligent Vehicle Support division of Opus Group, formed through the industry-leading acquisitions of DrewTech, Autologic, Farsight, BlueLink, and AutoEnginuity to address the evolving needs of independent repair shops, giving them the confidence to get the most complex vehicles back on the road safely and fast without having to send work out to the dealer.

We're always interested in dynamic, entrepreneurial people who want to make the Opus IVS difference for independent shops.

At Opus IVS, we offer our employees a host of additional compensation and benefits, including but not limited to:


  • Paid Time Off and Floating Holidays
  • Medical, Dental and Vision Insurance
  • Company-Paid Life and Disability Insurance
  • College tuition reimbursement
  • Competitive 401k match
  • Commission/Bonuses
  • Referral bonuses
  • Career advancement opportunities.


Job Overview

This position serves as a back-up to Product Specialist Leads, accurately documents customer interactions in the CRM and provides accurate information to customers using the OEM resources.


Responsibilities and Duties
  • Answering all inbound Support phone calls
  • Answering inbound Phone requests from clients in a timely fashion
  • Documenting customer interactions properly within the CRM as a matter of record
  • Provide accurate information to customers using online OEM resources as needed
  • Serves as a backup to Customer Support Leads when needed
  • Advanced troubleshooting of Opus IVS products/services
  • Partners with Product Development (Level 3) by escalating unknown product failure/issues
  • Participates in product testing
  • Other duties as assigned
Qualifications
  • High School Diploma or GED
  • 1 to 2 years' experience in similar role
  • Strong Windows Operating System familiarity
  • Microsoft Office familiarity
  • Strong problem-solving capability
  • Ability to communicate effectively both verbally and in writing with customers
  • Consistent outstanding productivity
  • Exhibits "can do" attitude

Preferred Qualifications

  • OE/Dealer level diagnostic and programming experience
  • Automotive Repair experience/education
  • ASE Certification(s)
  • Familiarity with SLAs and meeting Metrics
  • Familiarity with advanced Windows tools, including but not limited to: Registry Editor, Command Line, Device Manager, and other Control Panel Applications
  • Experience troubleshooting network related issues
  • Cisco/ CompTIA Certificates are a plus, but not required
  • Collision Automotive experience
  • Familiarity with pre/post scanning of automobiles
  • Bilingual a plus but not required

Physical Requirements

  • Must be able to hear on a telephone and at times with others speaking
  • Work is in a temperature-controlled office


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