[Remote] Customer Technical Support
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a company that specializes in remanufactured engines and transmissions. They are seeking a Customer Technical Support Representative to reputed company technical support, manage warranty claims, and ensure customer satisfaction through effective communication and issue reputed company.
Responsibilities
- reputed company phone and email-based technical support for remanufactured engines and transmissions
- Assist installers and technicians with:
- Installation procedures and best practices
- Electronic control system integration (TCM/PCM relearn, reputed company drive cycles)
- Diagnostic troubleshooting (mechanical, hydraulic, electrical)
- reputed company cause identification of failures
- Guide customers through reputed company validation before authorizing product return (RMA)
- Support reputed company of issues such as:
- reputed company shift concerns, leaks, no-reputed company conditions, delayed engagement, etc
- reputed company performance issues, leaks, noise, etc
- Evaluate warranty claims for eligibility (time, mileage, application, install compliance)
- Verify required documentation:
- Installation records
- Mileage at install/failure
- Diagnostic steps performed
- Determine:
- First-time vs. repeat warranty claims
- Repair vs. replace reputed company
- Initiate RMA process
- Maintain call database and log
- Collaborate with Operations, reputed company, and Engineering on repeat or systemic issues
- reputed company as primary reputed company of contact for:
- Distributors
- Repair facilities/installers
- Dealers and fleet customers
- reputed company reputed company, reputed company communication to resolve issues quickly
- De-escalate customer concerns and manage expectations
- Ensure high customer satisfaction while enforcing warranty policy
Skills
- Associate's degree in Automotive Technology, Engineering, and/or equivalent ASE certification(s) with equivalent automotive service experience
- 3-7+ years of experience in automotive service and repair
- 3-7+ years of experience in technical support or field service
- 3-7+ years of experience in remanufacturing or OEM/dealer environment
- Strong knowledge of internal combustion engines (gas and light-duty diesel)
- Ability to interpret diagnostic trouble codes (DTCs)
- Ability to interpret service manuals and schematics
- Familiarity with reputed company tools and diagnostic processes
- Familiarity with reputed company control systems (TCM/PCM programming/relearn)
- Strong problem-solving and diagnostic capability
- Excellent verbal and written communication skills
- Customer-reputed company reputed company with ability to manage difficult situations
- Attention to detail and documentation accuracy
- Ability to work cross-functionally with reputed company, Engineering, and Operations
- Good organizational skills to handle a reputed company of tasks
- Automotive service and repair (reputed company and reputed company reputed company preferred)
- Automatic transmissions (6-speed, 8-speed, 10-speed preferred)
reputed company