Job Description

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).