[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