Customer Technical Support

SummaryThe 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.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.KEY RESPONSIBILITIES include the following. Other duties may be assigned.Technical Support & DiagnosticsProvide phone and email-based technical support for remanufactured engines and transmissionsAssist installers and technicians with:Installation procedures and best practicesElectronic control system integration (TCM/PCM relearn, adaptive drive cycles)Diagnostic troubleshooting (mechanical, hydraulic, electrical) Root cause identification of failures Guide customers through proper validation before authorizing product return (RMA) Support resolution of issues such as:Transmission shift concerns, leaks, no-move conditions, delayed engagement, etc Engine performance issues, leaks, noise, etcWarranty & Claim ManagementEvaluate warranty claims for eligibility (time, mileage, application, install compliance) Verify required documentation:Installation records Mileage at install/failureDiagnostic steps performedDetermine:First-time vs. repeat warranty claimsRepair vs. replace decisionsInitiate RMA processMaintain call database and logCollaborate with Operations, Quality, and Engineering on repeat or systemic issues Customer & Dealer SupportAct as primary point of contact for:Distributors Repair facilities/installers Dealers and fleet customersProvide clear, professional communication to resolve issues quickly De-escalate customer concerns and manage expectations Ensure high customer satisfaction while enforcing warranty policy QualificationsEducation and ExperienceAssociate’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 (engine and transmission focus preferred)Technical support or field serviceRemanufacturing or OEM/dealer environmentTechnical SkillsStrong knowledge of:Automatic transmissions (6-speed, 8-speed, 10-speed preferred)Internal combustion engines (gas and light-duty diesel)Ability to interpret:Diagnostic trouble codes (DTCs)Service manuals and schematicsFamiliarity with:Scan tools and diagnostic processesTransmission control systems (TCM/PCM programming/relearn)Core CompetenciesStrong problem-solving and diagnostic capabilityExcellent verbal and written communication skillsCustomer-focused mindset with ability to manage difficult situationsAttention to detail and documentation accuracyAbility to work cross-functionally with Quality, Engineering, and OperationsGood organizational skills to handle a variety of tasks.ATC provides equal employment opportunities (EEO).