[Remote] Customer Technical Support
Note: The job is a remote job and is open to candidates in USA. ATC is a company that specializes in remanufactured engines and transmissions. They are seeking a Customer Technical Support Representative to provide technical support, manage warranty claims, and ensure customer satisfaction through effective communication and issue resolution.
Responsibilities
- 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
- 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
- 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
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 scan tools and diagnostic processes
- Familiarity with transmission control systems (TCM/PCM programming/relearn)
- 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
- Automotive service and repair (engine and transmission focus preferred)
- Automatic transmissions (6-speed, 8-speed, 10-speed preferred)
Company Overview