Automotive Technical Manager - Auto Warranty

About the position The Automotive Technical Manager is responsible for managing technical department employees and ensuring complete quality control for reporting to customer accounts. The role leads technical and clerical staff, oversees the inspector network, supports customers and dispatch operations, and reviews inspection orders, reports, and photos for accuracy and timeliness. The position is intended to work remotely, with possible local travel by car to perform inspections when operational support is needed. The role requires automotive systems and repair knowledge, strong communication and organizational skills, computer proficiency, and the ability to handle technical, customer, and operational issues. A high school diploma or GED and intermediate to advanced computer skills are required. Master ASE certification is also listed under required education and experience. Prior field inspection experience is a plus; prior warranty claim processing experience and 10 or more years of automotive repair experience are listed under preferred education and experience. This is a full-time position scheduled for 80 hours per two-week pay period. Alacrity Solutions offers a benefits package that includes medical, dental, and vision coverage, paid time off, a health savings account, and an employee assistance program.

Responsibilities

• Manage and lead the technical department, including technical staff and clerical personnel; assign and delegate work and responsibilities.
• Oversee the inspector network to ensure performance, coverage, and compliance.
• Recruit and onboard inspectors, including conducting phone and email interviews and issuing startup documentation.
• Perform desk reviews for insurance customers to ensure accuracy and adherence to standards.
• Resolve escalated issues involving customers and inspectors in a timely and professional manner.
• Provide customer consultations related to litigation and court-related matters.
• Negotiate inspector fees and establish coverage areas to support operational and financial objectives.
• Provide technical support and guidance to customers as needed.
• Support dispatch operations by addressing inspector performance or conduct issues.
• Provide daily reports to the supervisor regarding departmental issues, vendor performance, and network concerns.
• Review inspection reports submitted by non–go-through inspectors and for all customer accounts.
• Review in-house typed inspection reports for accuracy and completeness.
• Review and verify inspection photos submitted by non–go-through inspectors across all customers.
• Post, organize, and identify photos received by email from non-web-based inspectors.
• Receive and document verbal inspection reports from remote, problem, and newly onboarded inspectors for training and quality control.
• Monitor workflow queues to ensure inspectors meet deadlines for inspections, reports, and photo submissions.
• Conduct local on-site inspections when operational support or assistance is required.
• Handle insurance consultations and coordinate new inspection orders by phone and email.
• Review insurance inspection orders received through customer websites before assignment.
• Address and resolve technical issues affecting customers and inspectors.
• Process inspections requiring fluid testing in accordance with established procedures.
• Escalate and report inspector- and dispatch-related issues directly to the supervisor.
• Partner with the supervisor to improve turnaround times and resolve operational challenges within the dispatch team.

Requirements

• High school diploma or GED.
• Intermediate to advanced computer skills.
• Master ASE certification.
• Knowledge of automotive systems, diagnostic procedures, and repair methods.
• Knowledge of automotive electrical, mechanical, and electronic systems.
• Ability to communicate technical information clearly and effectively to technical and non-technical audiences.
• Proficiency with computers and software, including understanding fault codes and vehicle communication networks.
• Conscientiousness about assignment timeliness and work quality.
• Exceptional written and verbal communication skills, including the ability to present recommendations concisely and promptly.
• Ability to handle multiple tasks while maintaining control and order.
• Exceptional work ethic.
• Good interviewing and recruiting skills.
• Ability to read, analyze, and interpret financial reports and legal documents; respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.
• Ability to work with mathematical concepts such as probability and statistical inference, and apply fractions, percentages, ratios, and proportions to practical situations.
• Ability to define problems, collect data, establish facts, draw valid conclusions, interpret technical instructions in mathematical form, and work with abstract and concrete variables.
• Occasional ability to lift and/or move up to 15 pounds.
• Ability to travel by car to perform inspections in the area may be required.

Nice-to-haves

• Prior field inspection experience.
• Prior warranty claim processing experience.
• 10 or more years of prior experience in the automotive repair field.

Benefits

• Medical coverage
• Dental coverage
• Vision coverage
• Paid time off
• Health savings account
• Employee assistance program