Stellantis

Compensation

Full Description

The STAR Master Consultant’s primary responsibility is to lead diagnostic support, manage complex cases, and drive continuous improvement in issue resolution and customer satisfaction, with a focus on emerging technologies and new product launches. Responsibilities Include: • Assist and direct level 1 agents in diagnosing the root cause of customer concerns ensuring a successful resolution to the concern through repair guidance • Acts as a technical leader within the STAR Center, supporting agents and improving diagnostic quality • Maintain advanced knowledge of vehicle technology, STLA diagnostic procedures, and STAR case handling • Guide agents in diagnosing customer concerns and resolving issues through repair recommendations • Manages escalated cases, reviews STAR cases, and determines next steps including outbound calls and escalation • Provide biweekly feedback to Team Leads and Trainers on agent development and training needs • Support L2 cases, perform follow-ups, and use reports to identify cases needing escalation • Review closed cases weekly to identify emerging issues and repair trends • Supports root cause analysis and calibration efforts to improve Dealer satisfaction including coaching L1 agents • Focus for issue bucketing and new technologies • Support each new model launch and Field Early Warranty programs Our Benefits - Designed with You in Mind Comprehensive Health & Well-being Coverage From your very first day, you’ll have access to medical, dental, vision, and prescription drug coverage - ensuring you and your family stay healthy and protected. Generous Paid Time Off We believe in work-life balance. That’s why we offer: 17+ paid holidays, including shut-down from December 24 th through New Years Day every year. Vacation, float & wellbeing days, sick time and fully paid parental leave when your family needs you most. Competitive Retirement Savings Plans We help you plan for the future with: • An employer match on contributions to your 401k, Roth, and Catch-Up plans • An employer contribution, even if you don’t contribute Income Protection & Insurance Options Benefit from included and optional disability, life, and other insurance programs - because your peace of mind matters. Company Vehicle Lease Program Eligible employees and their immediate families can enjoy company vehicle lease options with included insurance, maintenance, and unlimited mileage. Plus, take advantage of exclusive discounts on Stellantis products. Family Building Benefit We proudly support all paths to parenthood- including fertility and infertility treatments, adoption services, and gestational surrogacy. Support for Your Growth and Giving Back We believe in investing in your future and your passions: • Tuition reimbursement • Student loan refinancing programs • 18 paid volunteer hours each year to make a difference in your community And so much more! When you join us, you’re not just building a career - you’re joining a company that supports you, inside and outside of work. The STAR Master Consultant’s primary responsibility is to lead diagnostic support, manage complex cases, and drive continuous improvement in issue resolution and customer satisfaction, with a focus on emerging technologies and new product launches. Responsibilities Include: • Assist and direct level 1 agents in diagnosing the root cause of customer concerns ensuring a successful resolution to the concern through repair guidance • Acts as a technical leader within the STAR Center, supporting agents and improving diagnostic quality • Maintain advanced knowledge of vehicle technology, STLA diagnostic procedures, and STAR case handling • Guide agents in diagnosing customer concerns and resolving issues through repair recommendations • Manages escalated cases, reviews STAR cases, and determines next steps including outbound calls and escalation • Provide biweekly feedback to Team Leads and Trainers on agent development and training needs • Support L2 cases, perform follow-ups, and use reports to identify cases needing escalation • Review closed cases weekly to identify emerging issues and repair trends • Supports root cause analysis and calibration efforts to improve Dealer satisfaction including coaching L1 agents • Focus for issue bucketing and new technologies • Support each new model launch and Field Early Warranty programs Our Benefits - Designed with You in Mind Comprehensive Health & Well-being Coverage From your very first day, you’ll have access to medical, dental, vision, and prescription drug coverage - ensuring you and your family stay healthy and protected. Generous Paid Time Off We believe in work-life balance. That’s why we offer: 17+ paid holidays, including shut-down from December 24 th through New Years Day every year. Vacation, float & wellbeing days, sick time and fully paid parental leave when your family needs you most. Competitive Retirement Savings Plans We help you plan for the future with: • An employer match on contributions to your 401k, Roth, and Catch-Up plans • An employer contribution, even if you don’t contribute Income Protection & Insurance Options Benefit from included and optional disability, life, and other insurance programs - because your peace of mind matters. Company Vehicle Lease Program Eligible employees and their immediate families can enjoy company vehicle lease options with included insurance, maintenance, and unlimited mileage. Plus, take advantage of exclusive discounts on Stellantis products. Family Building Benefit We proudly support all paths to parenthood- including fertility and infertility treatments, adoption services, and gestational surrogacy. Support for Your Growth and Giving Back We believe in investing in your future and your passions: • Tuition reimbursement • Student loan refinancing programs • 18 paid volunteer hours each year to make a difference in your community And so much more! When you join us, you’re not just building a career - you’re joining a company that supports you, inside and outside of work.