Customer Technical Support

SUMMARY

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.

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 & Diagnostics

• Provide 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, 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, etc

Warranty & Claim Management

• 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 decisions
• Initiate RMA process
• Maintain call database and log
• Collaborate with Operations, Quality, and Engineering on repeat or systemic issues

Customer & Dealer Support

• Act as primary point of contact for:
• Distributors
• Repair facilities/installers
• Dealers and fleet customers
• Provide clear, professional communication to resolve issues quickly
• De-escalate customer concerns and manage expectations
• Ensure high customer satisfaction while enforcing warranty policy

QUALIFICATIONS

Education and Experience

• 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 (engine and transmission focus preferred)
• Technical support or field service
• Remanufacturing or OEM/dealer environment

Technical Skills

• Strong 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 schematics
• Familiarity with:
• Scan tools and diagnostic processes
• Transmission control systems (TCM/PCM programming/relearn)

Core Competencies

• Strong problem-solving and diagnostic capability
• Excellent verbal and written communication skills
• Customer-focused mindset with ability to manage difficult situations
• Attention to detail and documentation accuracy
• Ability to work cross-functionally with Quality, Engineering, and Operations
• Good organizational skills to handle a variety of tasks.

ATC provides equal employment opportunities (EEO).