Customer Technical Support

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    "requisitionDescription": "<p style=\"margin-left:0in;\" data-pasted=\"true\"><strong>SUMMARY</strong></p><p style=\"margin-left:0in;\">The Customer Service Technical Support Representative serves as the primary technical interface between customers, distributors, installers, and dealers for remanufactured engines and transmissions. This role provides real-time diagnostic and troubleshooting support, confirms proper installation, and manages warranty claims in alignment with company policies and quality standards.</p><p style=\"margin-left:0in;\">The position plays a critical role in reducing unnecessary returns, improving first-time fix rates, and protecting warranty cost exposure through accurate technical guidance and issue resolution.</p><p style=\"margin-left:0in;\"><br></p><p style=\"margin-left:0in;\"><strong>KEY RESPONSIBILITIES&nbsp;</strong>include the following. Other duties may be assigned.</p><p style=\"margin-left:0in;\"><br></p><p style=\"margin-left:0in;\"><strong>Technical Support &amp; Diagnostics</strong></p><ul type=\"disc\"><li>Provide phone and email-based technical support for remanufactured engines and transmissions</li><li>Assist installers and technicians with:</li></ul><ul style=\"margin-left: 0.25in;\"><li>Installation procedures and best practices</li><li>Electronic control system integration (TCM/PCM relearn, adaptive drive cycles)</li><li>Diagnostic troubleshooting (mechanical, hydraulic, electrical)&nbsp;</li><li>Root cause identification of failures&nbsp;</li></ul><ul type=\"disc\"><li>Guide customers through proper validation before authorizing product return (RMA)&nbsp;</li><li>Support resolution of issues such as:</li></ul><ul style=\"margin-left: 0.25in;\"><li>Transmission shift concerns, leaks, no-move conditions, delayed engagement, etc&nbsp;</li><li>Engine performance issues, leaks, noise, etc</li></ul><p style=\"margin-left:0in;\"><strong>Warranty &amp; Claim Management</strong></p><ul type=\"disc\"><li>Evaluate warranty claims for eligibility (time, mileage, application, install compliance)&nbsp;</li><li>Verify required documentation:</li></ul><ul style=\"margin-left: 0.25in;\"><li>Installation records&nbsp;</li><li>Mileage at install/failure</li><li>Diagnostic steps performed</li></ul><ul type=\"disc\"><li>Determine:</li></ul><ul style=\"margin-left: 0.25in;\"><li>First-time vs. repeat warranty claims</li><li>Repair vs. replace decisions</li></ul><ul type=\"disc\"><li>Initiate RMA process</li><li>Maintain call database and log</li><li>Collaborate with Operations, Quality, and Engineering on repeat or systemic issues&nbsp;</li></ul><p style=\"margin-left:0in;\"><strong>Customer &amp; Dealer Support</strong></p><ul type=\"disc\"><li>Act as primary point of contact for:</li></ul><ul style=\"margin-left: 0.25in;\"><li>Distributors&nbsp;</li><li>Repair facilities/installers&nbsp;</li><li>Dealers and fleet customers</li></ul><ul type=\"disc\"><li>Provide clear, professional communication to resolve issues quickly&nbsp;</li><li>De-escalate customer concerns and manage expectations&nbsp;</li><li>Ensure high customer satisfaction while enforcing warranty policy&nbsp;</li></ul><p style=\"margin-left:0in;\"><br></p><p style=\"margin-left:0in;\"><strong>&nbsp;</strong></p><p style=\"margin-left:0in;\"><strong>QUALIFICATIONS&nbsp;</strong></p><p style=\"margin-left:0in;\"><br></p><p style=\"margin-left:0in;\"><strong>Education and Experience</strong></p><ul type=\"disc\"><li>Associate&rsquo;s degree in Automotive Technology, Engineering, and/or equivalent ASE certification(s) with equivalent automotive service experience.</li><li>3-7+ years of experience in:</li></ul><ul style=\"margin-left: 0.25in;\"><li>Automotive service and repair (engine and transmission focus preferred)</li><li>Technical support or field service</li><li>Remanufacturing or OEM/dealer environment</li></ul><p style=\"margin-left:0in;\"><strong>Technical Skills</strong></p><ul type=\"disc\"><li>Strong knowledge of:</li></ul><ul style=\"margin-left: 0.25in;\"><li>Automatic transmissions (6-speed, 8-speed, 10-speed preferred)</li><li>Internal combustion engines (gas and light-duty diesel)</li></ul><ul type=\"disc\"><li>Ability to interpret:</li></ul><ul style=\"margin-left: 0.25in;\"><li>Diagnostic trouble codes (DTCs)</li><li>Service manuals and schematics</li></ul><ul type=\"disc\"><li>Familiarity with:</li></ul><ul style=\"margin-left: 0.25in;\"><li>Scan tools and diagnostic processes</li><li>Transmission control systems (TCM/PCM programming/relearn)</li></ul><p style=\"margin-left:0in;\"><strong>Core Competencies</strong></p><ul type=\"disc\"><li>Strong problem-solving and diagnostic capability</li><li>Excellent verbal and written communication skills</li><li>Customer-focused mindset with ability to manage difficult situations</li><li>Attention to detail and documentation accuracy</li><li>Ability to work cross-functionally with Quality, Engineering, and Operations</li><li>Good organizational skills to handle a variety of tasks.</li></ul><p style=\"margin-left:0in;\"><br></p><p style=\"margin-left:0in;\">ATC provides equal employment opportunities (EEO).</p>\n",
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