Lowongan Remote Assist Program (RAP) Technician - OEM Dealer Collision Support-IMPACT Management Services

    Remote Assist Program (RAP) Technician - OEM Dealer Collision Support-IMPACT Management Services

    Ann Arbor, MI, USA | 2020-05-27T14:05:47 |

    Job Description

    IMPACT Management Services has an exciting Remote Assist Program ( RAP ) Technician opportunity at our client located in Ann Arbor, MI.

    Job Overview:

    The RAP Technician participates in product testing and accurately documents customer interactions in the CRM and provides accurate information to customers using the OEM resources in a Call Center Environment. RAP Technicians will be working with customers at OEM's and Collision Service Centers to provide diagnostics and programming of electronic modules within the vehicle.

    Responsibilities & Duties:

    • Answering inbound phone calls and 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.
    • Programming onboard modules correctly
    • Positive position the value of the solution(s) provided.
    • Troubleshooting kit failures and escalating when needed.
    • Serves as a backup to RAP Leads
    • May be assigned additional higher risk duties/projects.
    • Participates in product testing
    • Other duties as assigned


    • High School Diploma or GED
    • Automotive mechanic experience
    • Strong Windows Operating System familiarity
    • Microsoft Office experience
    • Strong problem-solving capability
    • Ability to communicate effectively both verbally and in writing with customers
    • Exhibits “can do” attitude and willingness to learn
    • Ability to multi-task

    Preferred Qualifications:

    • OEM / Dealer level diagnostic and programming experience / OBD 1 or OBD 2
    • Automotive Repair experience/education, especially multi-brand experience (domestic and international)
    • ASE Certification
    • Familiarity with SLAs and meeting metrics.
    • Collision automotive experience
    • Familiarity with pre/post scanning of automobiles.
    • IDS, NERS, MDI, YTech, Consult experience

    Apply now for immediate consideration.

    ALAMAT : IMPACT Management Services
    Ann Arbor, MI, USA

    Apply Now