Description
This position is responsible for the management of technical department employees, and complete quality control for all reporting to customer accounts.
Requirements
Essential functions (Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.)
Manage and lead the technical department, including technical staff and clerical personnel; assign and delegate work and responsibilities.
Oversee and manage the inspector network to ensure performance, coverage, and compliance.
Recruit and onboard new 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 performance or conduct issues with inspectors.
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 via email from non-web-based inspectors.
Receive and document verbal inspection reports from remote, problem, and newly onboarded inspectors for training and quality control purposes.
Monitor workflow queues to ensure inspectors meet deadlines for inspections, reports, and photo submissions.
Conduct on-site local inspections when operational support or assistance is required.
Handle insurance consultations and coordinate new inspection orders via phone and email.
Review all insurance inspection orders received through customer websites prior to assignment.
Address and resolve technical issues impacting 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.
Competencies
To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Knowledge of automotive systems, diagnostic procedures, and repair methods.
Knowledge of automotive electrical, mechanical, and electronic systems.
Ability to clearly and effectively communicate technical information to both technical and non-technical audiences.
Proficiency in using computers and software, including understanding fault codes and vehicle communication networks.
