Technical Support Representative (Automotive)

Gale Banks Engineering-posted 2 months ago
$23 - $25/Yr
Full-time • Entry Level
Azusa, CA
101-250 employees
Machinery Manufacturing
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Turbocharged high-performance engine developer and manufacturer, Banks Power, is looking for a friendly and dedicated Technical Support Representatives to assist customers in technical installations and operations of our high-quality and innovative products. You will report to Technical Services Supervisor. We're number one in automotive aftermarket performance, and it's our people that make it all happen. Come join us for all the fun, hard work and triumph!

  • Respond to all customer contact or inquiries (including phone calls, voice-mail, e-mail, text, etc.) with professional courtesy on the same day as received.
  • Provide telephone support to resolve installation and product performance issues.
  • Determine whether a customer inquiry should be handled by the technical support group, customer service group per company guidelines, or if assistance is needed from engineering, installation or sales team. Refer calls accordingly.
  • Keep customers updated of status of the issue.
  • Follow up and track the progress of each call until it is resolved, even if the issue has been referred to another team member or department.
  • Ensure that all required and pertinent information to investigate the issue is acquired from the customer during the initial contact.
  • Thoroughly investigate each claim per established procedure to determine its validity is correct.
  • Record all information regarding the customer and the issue in our CRM.
  • Follow company policy regarding the shipment of warranty replacement product to customers.
  • Minimum of one year's experience in an in-house automotive technical support service environment, including phone support.
  • Mechanical and technical knowledge of gasoline and/or diesel engines, including knowledge of automotive electrical circuitry.
  • Solid work ethic.
  • Ability to maintain concentration while on the phone for 6-8 hours per day.
  • Outstanding diagnostic and problem-solving skills.
  • Experience working with vehicle diagnostic trouble codes and how to diagnose them to correct an issue.
  • Ability to handle and prioritize multiple calls and tasks simultaneously.
  • Ability to work in a team-oriented environment and adapt to new ideas/practices quickly.
  • Medical, dental and vision insurance
  • Company-paid basic life, AD&D and long-term disability insurance
  • Employee Assistance Program, a confidential program dedicated to supporting the emotional health and well-being of our employees and their families
  • 401(k) and 401(k) matching
  • Vacation, Paid Time Off and Sick Leave
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