Description

Technical Research Specialist

At Percepta, we bring first-class service across each market we support. As a Technical Research Specialist in Melbourne, Florida , you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

Technical Research Specialist is responsible for extracting and analyzing claim data from Business Partner systems to identify cost saving and operational efficiencies at the FLP Prior Approval contact center. Additionally, the FLP Technical Research Specialist is responsible maintaining the TSR Alert System, performing monthly Prior Approval data reporting and supporting system user acceptance testing.

What You’ll Be Doing

• Utilize Business Objects to perform complex ESPARS data extracts.

• Utilize Business Objects Slice and Dice functionality along with Excel Pivot Tables and other advanced data analysis tools to identify patterns and areas of opportunity for lower-level claim analysis.

• Utilize GSAR database queries to extract targeted claims for analysis.

• Perform in depth claim analysis utilizing automotive technical knowledge and applicable technical resources on targeted claim data to identify specific savings efficiencies.

• Makes recommendations based on findings to improve business processes and practices designed to support employee productivity, profitability, customer satisfaction and retention.

• Perform ad hoc reporting and analysis from appropriate systems when requested by management.

• Communicates with various client sites and systems (e.g. Ford Technical Hotline, GCQIS, GSLTS) in order to research and obtain information.

• Compiles monthly Prior Approval cost saving and sequences per claim data reports and presents to FLP management with detailed findings.

• Utilize contact center reporting tools to extract, analyze and report program data on a monthly basis.

• Creates action plans based on findings and follows through with plan to implementation.

• Performs User Acceptance Test (UAT) for any FLP system concern/enhancement to ensure business requirements are met.

• Tracks user acceptance defects and coordinates with Ford IT until fix is implemented, then retests

• Present findings though professional verbal or written presentations

• Provides input on tools, job aides and bulletins to improve claim processing.

• Represents Percepta professionally with all Business Partners and stakeholders.

• Support and sustain a positive work environment that fosters team performance through own work and behavior.

• Be receptive to performance feedback and work on improving own skills.

• Work on other activities and/or projects as requested by Management.

• Detail-oriented with strong organizational skills, time management and planning.

• Strong Microsoft Excel, Business Objects and GSAR

• Ability to perform statistical and financial analysis on large data sets.

• Analytical and problem-solving skills.

• High level of initiative

• Works well independently or with a team

• Excellent inter-personal skills. Able to interact with all internal departments and levels of management.

• Communicate and articulate in a professional and effective manner both verbally and written.

What You Bring to the Role

• Automotive Technical degree from College or Technical/Vocational school or equivalent industry experience – Preferred

• 2 years automotive technical experience (service manager, shop foreman or technician) – Preferred

• Minimum 1 year of Ford and Lincoln Protect Prior Approval High Cost/Powertrain experience – Preferred

• ASE automobile certification or OEM manufacturer equivalent – preferred

• Previous experience extracting and analyzing data – Preferred

• Experience with statistical and data mining tools – Preferred

• Project management experience – Preferred

About Percepta

Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.

Our values are the heartbeat of our organization, and we live, breath and play by them every day . As a Percepta team member, you can expect:

Culture of Service - to be treated like you are the customer from day one

Teamwork – belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value in your contributions

Respect – a team that is accountable, dependable and gives you their full attention

Proactive – to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization

Career Growth - lots of learning opportunities for aspiring minds

Diversity - be a part of our growing diverse and community-minded organization that is all about having fun!

Competitive Compensation – we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.

Please note that neither Percepta nor any of the agencies that recruit on our behalf will ever ask for any payments or personal information such as bank account details from applicants at any point in the recruitment process.

Primary Location: US-FL-Melbourne

Req ID: 041ID