Automotive Product Support Representative

Marmon Holdings, Inc.•Bellows Falls, VT

11d•$23 - $28

About The Position

As a part of the global industrial organization Marmon Holdings—which is backed by Berkshire Hathaway—you’ll be doing things that matter, leading at every level, and winning a better way. We’re committed to making a positive impact on the world, providing you with diverse learning and working opportunities, and fostering a culture where everyone’s empowered to be their best. Respond to incoming technical calls and emails about Sonnax Transmission Specialty/ transmission replacement part products, heavy duty/high performance products, remanufactured valve bodies and Rostra powertrain components.

Requirements

Automotive technical experience or education.
Strong customer service experience in an automotive environment.
Strong organizational, interpersonal and problem-solving skills.
Ability to read technical documentation such as mechanical drawings, electrical schematics, hydraulic and diagnostic flow charts.
Proficiency with Microsoft Office products.
No restrictions on wearing required PPE for area, including safety eyewear and steel toed shoes.

Responsibilities

Answer incoming technical support calls and emails, providing product support to customers and end-users, answering basic, non-complex questions concerning applications, specifications and quality issues of product.
Understand and effectively relay Sonnax theory and operation of tools & fixtures.
Triage higher level technical support calls and emails, obtaining relevant information and escalating as needed.
Collect, record and report detail of customer complaints received by the department regarding quality, tolerances, specifications or application of products.
Identify issues that need to be escalated and route appropriately.
Utilize and help maintain department tools, systems and procedures that record daily phone, fax, e-mail or written customer product inquiries as well as provide quick access to product information and diagnostic assistance.
Create and maintain packaging boards per packaging specs provided.
Travel by air and/or ground both domestically and internationally to visit customers or industry trade shows.