Automotive Specialist - 310T Technician

Description

We are looking for a Technical Specialist (310T Specialist) to join our Smart Vehicle Solutions Contact Centre located in Markham. Technical Specialists serve as auditors and report to the Audit Manager. You will be responsible for completing real-time video test interruptions, telephone and data record audits for automotive business’ in Ontario. Our team has been in place for more than 20 years assisting the public, vehicle owners and operators, and inspection centres across North America.

Reporting to the Audit Manager, you will be accountable for :

• performing Audits of Safety Inspection and Emissions Inspection data by ensuring compliance with established control procedures by examining records, reports, operating practices, and documentation
• Obtain, analyze and evaluate documentation, previous reports, data, etc
• Completing audits by documenting audit findings
• handling Program inquiries via telephone calls, emails, web-tickets, video and chat interactions from Inspections Centre representatives
• ensuring scheduled audits are being performed within the expected quality standards
• communicating audit results with Inspection Centre staff
• analyzing and revising reports from Senior Auditors
• ensuring audits are thorough, concise, and contain actionable information by writing reports summarizing audit findings
• Assisting as a subject matter expert to assist with the design and development of Standard Operating Procedures, Guiding documents, templates, and user guides
• Perform QA testing and evaluation of new technology or updates to existing equipment
• Work with internal development groups to manage equipment rollout
• Acting as a point of contact for assistance with policy / program information
• Provide technical support to callers for equipment
• Fostering relationships with Inspections Centre representatives.
• Handling sensitive and complex issues in a timely and accurate manner.
• Demonstrate ability to qualify an issue, troubleshoot and if needed transfer to the appropriate support team for resolution.
• Interact and liaise with internal and external departments to review and resolve customer concerns.
• Proactively manage key performance indicators and achieve department target response time for calls, chats, emails, and web-tickets.
• Achieve Quality Assurance targets.
• Maintain service levels and adhere to departmental statistics.
• Work with minimal supervision within departmental defined procedures.
• Work independently and as part of a team, with changing time constraints.
• Proactively call out to customers when needed for service-related matters.
• Participate in special projects and perform other duties as required

Qualifications :

Minimum Clearance Required to Start :

Not Applicable / NoneThis position is part of our Critical Infrastructure team.For more than 75 years, our experts have designed and delivered the critical infrastructure that connects and protects communities around the world. We work in diverse, collaborative teams, both within the company and with our partners and customers, to plan, design, build, and modernize infrastructure. We take special pride in projects and solutions that improve communities as well as people’s quality of life by promoting economic growth, enhancing mobility, and increasing sustainability and resiliency. Powered by our people, we provide the imagination necessary to support our customers’ visions—and to help them see new possibilities.We value our employees and want our employees to take care of their overall wellbeing, which is why we offer best-in-class benefits such as health, vision, dental, employer paid provincial care premiums, Defined Contribution Pension Plan (DCPP), Tax-Free Savings Account (TFSA), Registered Retirement Savings Plan (RRSP), life insurance, paid time off, sick leave, all province observed holidays off, and gym membership discounts to fit your busy lifestyle!Parsons is an equal opportunity employer committed to diversity, equity, inclusion, and accessibility in the workplace. Diversity is ingrained in who we are, how we do business, and is one of our company’s core values. Parsons equally employs representation at all job levels for minority, female, disabled, protected veteran and LGBTQ+.We truly invest and care about our employee’s wellbeing and provide endless growth opportunities as the sky is the limit, so aim for the stars! Imagine next and join the Parsons quest—APPLY TODAY!