Technical Support Representative
About The Position
The Technical Support Representative is responsible for providing technical customer support, education, and guidance while troubleshooting and resolving technical issues for a diverse customer base, including warehouse distributors, jobbers, dealers, and race teams. Based at our North American Headquarters in Wixom, Michigan, this role manages warranty, labor, damage, and counterfeit product claims and supports the sales team with technical expertise and documentation. The ideal candidate brings strong automotive and engine technology knowledge, excellent customer service skills, and an interest in the motorsports landscape.
Requirements
- 4+ years of professional experience in the automotive industry.
- High school diploma or GED required.
- Strong knowledge of automotive technology, specifically internal combustion engines and engine control systems.
- Strong interpersonal and relationship-building skills.
- Excellent telephone, email, and customer service etiquette.
- Ability to listen to and understand customer concerns and respond with appropriate solutions.
- Excellent verbal and written communication skills.
- Proficiency with Google Workspace and Microsoft Excel.
- Familiarity with social media platforms and tools, including Facebook, Instagram, and X (formerly Twitter).
- Knowledge of the motorsports landscape and fan engagement events.
Nice To Haves
- Motorsports experience or background preferred.
- ASE certifications related to automotive parts and repair preferred.
- Technical writing skills preferred.
- Multilingual skills, particularly Spanish, preferred.
Responsibilities
- Deliver technical customer support, education, and guidance while troubleshooting and resolving technical issues.
- Analyze damage and labor claims, and communicate findings and results to customers.
- Manage technical claims for a diverse range of customers, including warehouse distributors (WDs), jobbers, dealers, and race teams, through direct and indirect communication via phone and email.
- Guide warranty, labor, damage, and counterfeit product claims through the claims process.
- Assist sales associates with technical questions and support as needed.
- Support the development and creation of technical sales documentation.
- Contribute to OE warranty activities and related initiatives as needed.
- Communicate lost sales opportunities, including missing products and application or content gaps, to management.
- Handle administrative duties and special projects as directed by management.
- Complete all other job-related tasks as assigned.
- Adhere to all company policies and procedures as applicable.
Benefits
- Medical, dental, vision, and life insurance.
- Short-term and long-term disability coverage.
- 401(k) plan with a generous company match of up to 6%.
- Generous paid time off, including vacation, sick leave, and holidays.
- Paid maternity and paternity leave.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
