SUMMARY
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.
KEY RESPONSIBILITIES include the following. Other duties may be assigned.
Technical Support & Diagnostics
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Provide phone and email-based technical support for remanufactured engines and transmissions
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Assist installers and technicians with:
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Installation procedures and best practices
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Electronic control system integration (TCM/PCM relearn, adaptive drive cycles)
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Diagnostic troubleshooting (mechanical, hydraulic, electrical)
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Root cause identification of failures
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Guide customers through proper validation before authorizing product return (RMA)
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Support resolution of issues such as:
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Transmission shift concerns, leaks, no-move conditions, delayed engagement, etc
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Engine performance issues, leaks, noise, etc
Warranty & Claim Management
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Evaluate warranty claims for eligibility (time, mileage, application, install compliance)
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Verify required documentation:
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Installation records
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Mileage at install/failure
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Diagnostic steps performed
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Determine:
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First-time vs. repeat warranty claims
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Repair vs. replace decisions
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Initiate RMA process
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Maintain call database and log
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Collaborate with Operations, Quality, and Engineering on repeat or systemic issues
Customer & Dealer Support
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Act as primary point of contact for:
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Distributors
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Repair facilities/installers
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Dealers and fleet customers
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Provide clear, professional communication to resolve issues quickly
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De-escalate customer concerns and manage expectations
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Ensure high customer satisfaction while enforcing warranty policy
QUALIFICATIONS
Education and Experience
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Associate’s degree in Automotive Technology, Engineering, and/or equivalent ASE certification(s) with equivalent automotive service experience.
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3-7+ years of experience in:
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Automotive service and repair (engine and transmission focus preferred)
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Technical support or field service
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Remanufacturing or OEM/dealer environment
Technical Skills
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Automatic transmissions (6-speed, 8-speed, 10-speed preferred)
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Internal combustion engines (gas and light-duty diesel)
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Ability to interpret:
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Diagnostic trouble codes (DTCs)
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Service manuals and schematics
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Familiarity with:
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Scan tools and diagnostic processes
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Transmission control systems (TCM/PCM programming/relearn)
Core Competencies
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Strong problem-solving and diagnostic capability
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Excellent verbal and written communication skills
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Customer-focused mindset with ability to manage difficult situations
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Attention to detail and documentation accuracy
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Ability to work cross-functionally with Quality, Engineering, and Operations
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Good organizational skills to handle a variety of tasks.
ATC provides equal employment opportunities (EEO).
