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Maurice Price
Dealer Support Technician
Summary
Experienced Dealer Support Technician with a proven track record of providing technical assistance and troubleshooting for electronic devices. Demonstrated expertise in resolving hardware and software issues, training dealers on device installation and maintenance, and diagnosing complex technical problems. Strong communication and customer relationship management skills, proven ability to work independently and as part of a team.
Education
Bachelor’s Degree
September 2016
Skills
- Tier 1 & Tier 2 Technical Support
- Troubleshooting and Resolution
- Customer Relationship Management (CRM)
- Microsoft Office Suite (Word, Excel, PowerPoint)
- Dealer Management Systems (DMS)
- Automotive Diagnostic Tools
Work Experience
Dealer Support Technician
- Monitored and analyzed dealer support data to identify trends and areas for improvement in technical support processes.
- Collaborated with engineers and product development teams to provide feedback on device functionality and technical specifications.
- Utilized a comprehensive knowledge base and troubleshooting tools to resolve complex technical issues.
- Maintained strong relationships with dealers and provided personalized support to meet their unique needs.
Dealer Support Technician
- Supported over 200+ dealers with technical assistance and troubleshooting for electronic devices, including pointofsale systems, printers, and scanners.
- Provided remote technical support to dealers via phone, email, and web chat, resolving issues efficiently and ensuring minimal downtime.
- Diagnosed and repaired hardware and software issues for a variety of devices used in the automotive retail industry.
- Developed and implemented training programs for dealers on best practices for device installation, maintenance, and troubleshooting.
Accomplishments
- Successfully implemented a new dealer management system, resulting in a 20% reduction in support tickets and a significant improvement in dealer satisfaction ratings.
- Diagnosed and resolved complex technical issues remotely, reducing dealer downtime by an average of 50% and minimizing business disruption.
- Led a project to streamline dealer ordering processes, resulting in a 15% reduction in order processing time and improved inventory management.
- Developed and implemented a knowledge management system, providing dealers with easy access to technical documentation and support resources, reducing reliance on support calls.
- Established and managed partnerships with thirdparty vendors, ensuring seamless integration of dealer systems and reducing operational costs.
Awards
- Received the Dealer Support Technician of the Year award for consistently exceeding performance goals and providing exceptional customer service.
- Recognized for developing a training program for new Dealer Support Technicians, which reduced onboarding time by 25% and improved overall team productivity.
- Commended for maintaining a 99% customer satisfaction rating, consistently exceeding expectations in providing support and technical assistance to dealers.
- Received a Service Excellence award for providing outstanding support and resolving customer issues in a timely and efficient manner.
Certificates
- Service Advisor Certification (SAC)
- Master Automotive Technician (MAT)
- Automotive Service Excellence (ASE) Certifications
- Manufacturer-Specific Training Certifications (e.g., GM, Ford, Toyota)
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How To Write Resume For Dealer Support Technician
- Highlight your technical expertise and experience in diagnosing and resolving complex technical issues.
- Showcase your customer service skills and ability to build strong relationships with dealers.
- Quantify your accomplishments whenever possible, using metrics to demonstrate the impact of your work.
- Review automotive-specific publications and attend industry events to stay updated on the latest trends and best practices.
- Utilize keywords from the job description to make your resume relevant to potential employers.
Essential Experience Highlights for a Strong Dealer Support Technician Resume
- Provide technical support to dealers via phone, email, and web chat, ensuring minimal downtime.
- Diagnose and repair hardware and software issues for a variety of devices used in the automotive retail industry.
- Develop and implement training programs for dealers on best practices for device installation, maintenance, and troubleshooting.
- Monitor and analyze dealer support data to identify trends and areas for improvement in technical support processes.
- Collaborate with engineers and product development teams to provide feedback on device functionality and technical specifications.
- Maintain strong relationships with dealers and provide personalized support to meet their unique needs.
- Stay abreast of the latest technological advancements and industry best practices.
Frequently Asked Questions (FAQ’s) For Dealer Support Technician
What are the primary responsibilities of a Dealer Support Technician?
Dealer Support Technicians are responsible for providing technical assistance and troubleshooting to dealers, diagnosing and repairing hardware and software issues, developing training programs, and maintaining strong dealer relationships.
What skills are required for a Dealer Support Technician?
Dealer Support Technicians should possess strong technical skills in electronics, troubleshooting, and customer service. They should also be proficient in a variety of software and hardware systems, including DMS and diagnostic tools.
What is the educational background required for a Dealer Support Technician?
A Bachelor’s Degree is typically the minimum educational requirement for Dealer Support Technicians, preferably in a field related to technology or automotive repair.
What are the career prospects for Dealer Support Technicians?
Dealer Support Technicians with a strong track record of success can advance to management roles within the automotive industry, such as Technical Support Manager or Dealer Program Manager.
What are the salary expectations for Dealer Support Technicians?
The salary expectations for Dealer Support Technicians vary depending on their experience, qualifications, and location. According to Salary.com, the average salary for Dealer Support Technicians in the United States is around $60,000 per year.
What are the common challenges faced by Dealer Support Technicians?
Dealer Support Technicians often face challenges in diagnosing and resolving complex technical issues, particularly when dealing with multiple hardware and software systems. They also need to be able to handle a high volume of support requests and manage their time effectively.