Repair Labor Analyst

Repair Labor Analyst

Our customer located in Troy, MI is looking to fill the role of Repair Labor Analyst on a long-term contractual basis.

Summary

Responsible for development of repair labor time estimates, which are used to determine mechanical repair costs and/or to determine employee efficiency.
Responsible for analyzing, resolving, and responding to end user and customer-licensed concerns about the company data set.
Responsible for database tool administration and data extract process.
Responsible for development of training and process documentation.
Some interaction with customers via phone, email, or in person, as required.

Responsibilities

Content Development:

Up-front analysis of vehicle configuration via dealer visits, brochures, etc.
Analysis of OEM service information (service procedures, images, etc.).
Analysis and interpretation of OEM warranty schedules.
Extensive internet research.
Interface with all other departments in order to acquire necessary source data for labor development.
Inter- and intra-team workflow coordination.
Create and publish internal and external issue status reports and performance metrics.
Coordinate and execute database cleanups/maintenance.
Assist in training new staff members as needed.

Customer Support:

Act as second-level responder for customer-submitted issue as required.
Ensure issue response time falls within established customer service level agreement boundaries; proactively escalate as necessary if service level agreement (“SLA”) is at risk.
Record customer requests for data enhancements and improvements. Follow up with requests to ensure they are being addressed. Communicate status/resolutions to customer as necessary.

Required Qualifications

Extensive knowledge of vehicle parts, systems, service and repair operations, relationships, and nomenclature for light duty as well as medium-heavy duty vehicles.
State or ASE Certifications in at least one of the following: Engine Repair, Steering/Suspension, Heating and Cooling, and Medium/Heavy Truck Repair.
Self-motivated, results-oriented team player.
Strong interpersonal skills.
Ability to work with little or no supervision once trained.
Ability to work on a stringent deadline while maintaining quality of work.
Demonstrated problem solving and critical thinking skills.
Strong attention to detail.
Strong written and verbal communication skills.
Experience with personal computers and MS Office Software (Word, Excel, Outlook, and Access).

Preferred Qualifications