Customer Technical Support

ATC DRIVETRAIN LLC•Oklahoma City, OK

About The Position

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.

Requirements

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.
Strong knowledge of Automatic transmissions (6-speed, 8-speed, 10-speed preferred) and Internal combustion engines (gas and light-duty diesel).
Ability to interpret Diagnostic trouble codes (DTCs) and Service manuals and schematics.
Familiarity with Scan tools and diagnostic processes and 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.

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), and 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, engine performance issues, leaks, and noise.
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 and 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, and 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.