Technical Support Analyst delivering pre and post implementation support in software for HR solutions. Engaging with clients to troubleshoot and resolve technical issues effectively.
About the role
- Mechanical Support Technician providing specialized mechanical support and opinions regarding manufacturer defects and safety recalls at Manitoba Public Insurance. Assessing complex physical damage claims and providing expert evidence in court.
Responsibilities
- Provide specialized mechanical support and opinions to internal and external stakeholders regarding manufacturer defects, safety recalls, subrogation, auto-theft, sensitive investigations and special handling cases
- Applies specialized mechanical knowledge to assess complex physical damage claim situations
- Identifies pre-existing mechanical issues on potentially fraudulent claims, provides evidence in proceeding or delaying of fraud charges, and makes recommendations to support management, senior leadership and Legal in finalizing claim decisions.
- Works within the Crown threshold of ‘beyond a reasonable doubt’ and provides evidence in court as an expert witness on behalf of MPI
- Prepares technical reports and recommendations for management and external stakeholders regarding emerging vehicle technologies
- Prepares technical reports on the basis of forensic mechanics
- Tests and evaluates new equipment and tools to assess potential use for the trade and to develop knowledge to respond to related enquiries from the trade
- Inspects vehicle to identify pre-existing mechanical issues to support SIU in deeming an incident staged and a claim fraudulent
- Prepare and present investigative information to Corporate Claims Evaluation Committee (CCEC)
- Works with regulatory agencies and vehicle manufacturers to investigate suspected manufacturer defects and failures in view of potential subrogation and safety recalls
- Provides technical opinions in civil and criminal court cases, testifying as an expert witness, as required
- Provides technical support and analysis to the Special Investigations unit (SIU) to assist in theft, vandalism and suspected fraudulent investigations
- Handles special assignments, which may assist with identifying stolen vehicles or fraudulent repairs and represents MPI in court as an expert witness
- Attends repair facilities, independently or with an estimator, to provide mechanical expertise during in-progress claims
- Assists in writing first estimates and makes corrections based on mechanical expertise at the Physical Damage Centre or Service Centre
- Provides technical expertise to internal and external customers by researching, diagnosing and resolving complex repair situations and instructs on next steps where applicable.
Requirements
- Journeyperson Certificate (Red Seal) Automotive Service Technician
- Crash Data Recording (CDR) Certification or commitment to complete within the 12 months
- Platinum status in Estimator or Auto Physical Damage Appraiser role within the I-CAR Gold Class Professionals Designation program, or willingness to complete and maintain designation
- I-CAR Certified Instructor or willingness to complete
- BERLA training is an asset
- Six years of bench experience in mechanical repair, including two years in a customer service capacity
- Working knowledge of applicable Original Equipment Manufacturer (OEM) requirements, including aftermarket immobilizer and anti-theft programming equipment
- Working knowledge of the mechanics of all vehicle makes and models and current vehicle technologies
- Working knowledge of reverse engineering methodology
- Working knowledge of applicable legislation and regulations
- Working knowledge of the operation of suspension and steering alignment equipment
- Working knowledge of Microsoft Office including Microsoft Excel, Word and Outlook
- Oral and written communication skills to convey technical information in a clear, concise, and understandable manner for both technical and non-technical audiences
- Maintains professional relationships with external repair facilities and agencies
- Performs detailed technical investigations to resolve conflict with respect to repair discrepancies
- Self-motivated to work independently on complex claims which require detailed and/or confidential investigation
- Work collaboratively as a part of a team.
- Organizational, decision making, conflict resolution and customer service skills.
Benefits
- Health benefits
- flexible health, dental and vision plans
- health spending account
- travel health coverage
- other extended health benefits such as ambulance, massage and physiotherapy
- registered pension plan
- group, dependent, and optional life insurance coverage
- sick leave to cover short-term disability
- long-term disability
- vacation entitlement
- maternity, parental and adoptive leaves
- bereavement and family responsibility leaves
- employee and family assistance program
- mental-health programming
- onsite employee gym facility (Cityplace)
- discounted gym memberships
- wellness account
Job title
Job type
Experience level
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