Position Summary
The Senior Automotive Technical Services Specialist serves as the company's senior technical resource for advanced customer support and product troubleshooting. This role provides technical assistance to customers, distributors, retailers, installers, and internal teams while serving as the primary escalation point for complex technical issues. The Senior Specialist partners closely with Product Management, Catalog, Engineering, Quality, Claims, Sales, and Customer Service to resolve technical concerns, improve customer support resources, and ensure exceptional technical service.
Key Responsibilities
Advanced Technical Support
- Respond to customer and internal technical inquiries regarding product installation, application, operation, and performance.
- Troubleshoot complex technical issues and serve as the primary escalation point for concerns requiring advanced diagnostics.
- Confirm product applications using approved catalog resources and assist with challenging product interchange requests.
- Assist customers in selecting the appropriate replacement part when technical expertise is required.
- Provide technical guidance regarding product selection, installation procedures, and product operation.
- Support the Technical Services team during periods of high customer demand.
- Determine appropriate resolution paths and coordinate with Product Management, Catalog, Engineering, Quality, Claims, and Customer Service when additional expertise is required.
- Document technical findings, customer interactions, and recommended actions.
Technical Leadership
- Mentor and provide technical guidance to Automotive Technical Services Associates and other internal team members.
- Assist with onboarding and technical development of Technical Services personnel.
- Promote consistent troubleshooting methodologies and customer support best practices.
- Serve as the department's subject matter expert for advanced technical issues.
Knowledge & Technical Content
- Lead the development and maintenance of technical knowledge base content.
- Provide technical expertise for installation guides, FAQs, technical service bulletins, and training materials.
- Identify recurring technical questions and recommend improvements to customer support documentation.
- Support Product Management by providing technical expertise during new product launches and product changes.
Cross-Functional Support
- Partner with Product Management, Catalog, Engineering, Quality, and Claims to resolve complex customer concerns.
- Communicate recurring field observations and customer feedback to appropriate departments.
- Identify opportunities to improve application data, technical documentation, and customer support resources.
- Represent the company during customer visits, technical meetings, training events, and trade shows when technical expertise is required.
