Job Description
The Diesel Performance Technical Support and Production Associate provides technical support, phone assistance, and diagnostic guidance to customers and dealers, while also contributing to in-house production tasks such as soldering, assembly, and programming of Quadzilla Power products. This role requires a combination of mechanical/electrical aptitude, product knowledge, and strong communication skills to ensure customers receive accurate support and high-quality products.
Key Responsibilities
Customer and Phone Support
- Provide phone and email assistance for product installation, setup, troubleshooting, and tuning questions.
- Guide customers through diagnostic steps for electronic modules, sensors, and diesel engine performance issues.
- Maintain professionalism and accuracy in all communications to uphold Quadzilla Power’s reputation for quality support.
Diagnostics and Troubleshooting
- Perform in-depth diagnostics on returned products to identify hardware, firmware, or installation issues.
- Document test results, root causes, and corrective actions for warranty and quality control purposes.
- Collaborate with engineering on recurring issues or product improvement opportunities.
Production and Assembly
- Assemble electronic kits, solder components, and perform basic wiring tasks according to production specifications.
- Program devices using proprietary tuning or calibration software.
- Conduct final quality checks to ensure all units meet performance and safety standards.
- Maintain an organized 5S workstation (Sort, Set in Order, Shine, Standardize, Sustain).
Sales and Product Guidance
- Assist customers in selecting the correct Quadzilla Power products for their specific diesel truck applications.
- Cross-sell compatible accessories, harnesses, or tuning solutions based on customer needs.
- Process sales transactions accurately and efficiently using internal systems.
Documentation and Team Collaboration
- Record customer interactions, diagnostic findings, and product configurations in CRM or ticketing systems.
- Communicate feedback to the production, engineering, and operations teams to improve product design and support efficiency.
- Contribute to continuous improvement efforts by identifying and eliminating process inefficiencies (e.g., DOWNTIME waste reduction).
Safety
- Follow all company safety policies when soldering, assembling, or handling electrical components.
- Use protective gear (e.g., safety glasses, gloves) as required.
- Immediately report any injuries or safety concerns to the Operations Manager.
Qualifications
Required
- High school diploma or equivalent.
- Strong understanding of automotive electronics and diesel performance systems.
- Basic experience with soldering, wiring, or electronic assembly.
- Excellent communication and troubleshooting skills, both written and verbal.
- Computer proficiency with CRM, email, and basic diagnostic or tuning software (training provided).
- Strong organizational skills and attention to detail.
Preferred (Bonus)
- Prior experience with diesel performance tuning, programming, or automotive diagnostics.
- Knowledge of a VP44 platform
- Hands-on experience assembling electronic kits or modules.
- Previous customer service or technical support experience in the automotive or electronics industry.
- Familiarity with Lean Six Sigma or continuous improvement principles.
Physical Requirements
- Ability to sit or stand for extended periods while performing computer or assembly work.
- Manual dexterity for handling small electronic components and soldering tools.
- Occasionally lift up to 50 lbs for handling parts or equipment.
Work Environment
- Combination of office, production, and light technical lab environments.
- Fast-paced, team-oriented setting focused on product quality and customer satisfaction.
- Exposure to mild noise, soldering fumes, and electronic testing equipment (proper PPE provided).
Compensation and Benefits
- Pay: $19 - $31 hourly rate. Actual starting wage will vary and is determined by factors including relevant experience, education, certifications, diesel/automotive knowledge, skills assessment, and internal equity. Provided ranges are estimates based on market data and do not guarantee any specific rate of pay. Paid biweekly every other Friday.
Overtime: Eligible for 1.5x regular rate for hours over 40 per week.
- Paid Time Off (PTO): Accrue 1 hour per 20 hours worked (0.05 hours/hour); increases with tenure.
- Holidays: Paid company holidays including New Year’s, Memorial Day, Independence Day, Labor Day, Thanksgiving, and Christmas.
- Insurance: Health, dental, and life insurance available after a 60-day introductory period (30+ hours/week).
- Additional Leave: Bereavement, new child, and unpaid sick leave available per company policy.
- Worker’s Compensation & Unemployment: Fully funded by Quadzilla Power for eligible cases.
Employment Status
Non-Exempt, Regular Hourly Full-Time: Expected to work 72+ hours per pay period after a 60-day introductory period. Employment is at-will, terminable by employee or Quadzilla Power at any time.
