Bilingual Automotive Technical Specialist Claim Resolutions

**Who We Are:** At OPENLANE we make wholesale easy so our customers can be more successful. **We’re a technology company** building the world’s most advanced—and uncomplicated—digital marketplace for used vehicles. **We’re a data company** helping customers buy and sell smarter with clear, actionable insights they can understand and use. **And we’re 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) * Employer-paid short-term disability, long-term 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 **Bilingual Automotive Technical Specialist-Remote** for our Claim Resolutions team—a role designed for a professional with a strong background in hands-on automotive diagnostics and customer relations. You will act as a bridge between technical vehicle assessment and fair dispute resolution, applying your real-world experience to a corporate environment. As a key member of the Arbitration team, you will be responsible for investigating and resolving claims by grounding your decisions in the physical facts of a vehicle's condition. This position moves beyond procedural review, empowering you to use your diagnostic acumen and service experience to make sound, evidence-based judgments. The ideal candidate will have 2+ years of experience as an Automotive Technician, Service Advisor, or Damage Appraiser. **You Are:** * **Technically Proficient.** You have a technician's eye for detail. You can analyze inspection reports, photos, and customer descriptions to identify mechanical or cosmetic issues and understand their implications. * **Customer Focused.** You are a skilled communicator who can translate complex technical issues into clear, understandable terms for both buyers and sellers, ensuring a fair and transparent process for all parties on the OPENLANE marketplace. * **Analytical.** You methodically review complex cases, leveraging your technical knowledge and adherence to policy to find fair and logical solutions for customers. * **Fair.** Using sound judgment and information from cross-functional teams, you navigate disputes to present unbiased and technically sound case resolutions. **You will:** * Apply your diagnostic acumen to verify vehicle condition data from inspection reports, confirming accuracy and identifying potential discrepancies. * Investigate and resolve customer arbitration claims by serving 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, clarifying mechanical, cosmetic, or title-related concerns. * Understand and resolve issues with regards to 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, ensuring customer satisfaction and buyer retention. * Collaborate with inspection and quality control teams to provide feedback and manage policy and goodwill loss effectively. * Stay up to date on evolving arbitration policies and best practices through relative legislation for various provinces across Canada. **Must Haves:** * **Bilingual in English and French** * This role may involve interacting with customers, leaders, and colleagues in Quebec, other provinces, or internationally, some of whom may not speak French. * Minimum of 2 years of hands-on experience in the automotive industry (e.g., Service Technician, Service Advisor, Damage Estimator, Body Shop), demonstrating a solid, practical understanding of vehicle mechanics and repair. * Available to work in the EST Time Zone from 8:30 AM - 5:00 PM * Outstanding customer service orientation with excellent communication abilities, capable of de-escalating conflict and managing customer expectations. * A positive attitude, exceptional follow-up skills, basic computer literacy, and a strong commitment to teamwork. * Superior conflict resolution, negotiation, and communication skills (both written and verbal). * Proficiency in utilizing CRM software to effectively manage customer interactions and maintain accurate records. **Nice to Haves:** * Ability to analyze a process and suggest/develop improvements. * Experience using Google Suite offerings and Slack. **Sound like a match? Apply Now - We can't wait to hear from you!**   **Compensation Range of**   Hourly: $28.00 - $33.00 CAD