Position Summary
The Automotive Part Quality & Technical Support Specialist serves as a key technical resource for Test Rite Products Corp., supporting customers, warehouse operations, product quality, and warranty/returns processes. This role provides expert assistance with automotive fitment and technical issues, ensures accuracy and quality of incoming and outgoing products, and serves as an escalation point for complex customer and product concerns. The position also supports continuous improvement, team development, and communication with internal teams and suppliers to maintain high standards of customer service and product quality.
Customer Service & Technical Support
· Serve as the primary point of contact for inbound customer calls and emails, covering both B2B accounts and end consumers.
· Answer part fitment, application, and cross-reference questions using catalog systems (ACES/PIES data, OE cross-reference tools) and vehicle specifications.
· Diagnosing and resolving complex technical issues — installation problems, noise/vibration/handling complaints, air suspension and electronic module concerns, and suspected product performance failures — often working through the problem in real time with a technician.
· Own the returns, warranty, and claims process end to end — intake, technical review, disposition, credit or replacement authorization, and customer follow-up.
· De-escalate difficult situations and drive issues to resolution, coordinating with sales, warehouse, and supply chain as needed.
· Escalate product and engineering concerns internal stakeholders and overseas suppliers with clear, evidence-backed documentation (photos, part numbers, VIN and application data, failure descriptions).
Quality Assurance & Warehouse Support
· Act as the on-floor technical resource for the warehouse team on part identification, application questions, and packaging or labeling questions.
· Verify that outbound orders ship correctly — correct part numbers and quantities, correct brand and private-label packaging, correct labeling and barcodes, and all included hardware and documentation.
· Conduct inbound receiving inspections on incoming container and supplier shipments; identify packaging defects, labeling errors, damage, and non-conforming product before it enters sellable inventory.
· Report recurring product quality and warranty trends to management and to IMA Group products and sourcing teams.
· Partner with the warehouse on inventory accuracy, cycle count discrepancies, and the physical handling of returned and quarantined products.
· Support new product introductions by reviewing packaging, branding, labeling, and catalog data for accuracy prior to launch.
Leadership & Continuous Improvement
· Set the standard for service quality and act as the escalation point and technical mentor for customer service staff as the team grows.
· Build and maintain internal reference materials — FAQs, troubleshooting guides, fitment notes, and technical bulletins.
· Identify recurring customer pain points and recommend process, catalog data, packaging, or product improvements.
· Contribute to service-level and quality metrics, and report on performance against them.
· Other tasks may be assigned based on business needs
Skills / Knowledge / Experience / Education needed to perform the job successfully:
· 5+ years of hands-on automotive industry experience — aftermarket parts distribution, parts counter or commercial sales, dealership parts department, technician or service advisor, or a comparable technical automotive role.
· Strong working knowledge of vehicle systems, with particular depth in steering, suspension, and chassis components, and the ability to speak credibly with professional technicians.
· Demonstrated fitment expertise — able to determine correct part application across a wide range of make, models, and model years using catalogs, VIN decoding, and OE cross-references.
· Proven customer service experience handling phone and email volume in a fast-paced environment.
· Excellent verbal and written communication skills, with the ability to translate technical details for both professional installers and retail consumers.
· Strong attention to detail and a genuine ownership mentality regarding accuracy.
· Systems proficiency — Microsoft Office (Excel in particular) and comfort learning ERP, WMS, and CRM platforms.
· Ability to work on-site in Flowery Branch, GA, moving between an office and an active warehouse environment throughout the day.
· High school diploma or equivalent.
Preferred Qualifications
· Experience in quality assurance, quality control, or warranty analysis role within automotive or distribution.
· Familiarity with catalog and product data standards (ACES/PIES)
· ASE certification or equivalent hands-on diagnostic training, particularly Suspension & Steering (A4) or Brakes (A5).
· Experience with air suspension systems, electronic suspension modules, or other advanced chassis technologies.
· Warehouse or distribution center experience, including receiving, pick/pack processes, and inventory control.
· Experience working with overseas suppliers or manufacturing partners.
· Exposure to formal quality methods such as root cause analysis, 8D, and corrective/preventive action (CAPA).
· Bilingual (Spanish/English).
· Associate or bachelor’s degree in a business, engineering, or automotive technology field.
Physical Demands:
This position operates in both an office setting and an active warehouse/distribution environment. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this role.
·Regularly required to sit, stand, walk, talk, and hear, including extended periods at a computer and on the telephone.
·Frequently required to move about the warehouse, including walking on concrete floors and climbing stairs or step ladders.
·Occasionally required to lift, carry, push, or pull items weighing up to 50 pounds; assistance and equipment are available for heavier items.
·Occasionally required to bend, stoop, kneel, reach, and handle parts and packaging.
·Exposure to typical warehouse conditions, including noise, moving material and handling equipment, and variable temperatures.
Pay: $65,000.00 - $72,000.00 per year
Benefits:
- 401(k)
- Flexible schedule
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Experience:
- auto part: 4 years (Required)
- Warehouse management: 4 years (Preferred)
- Customer support: 3 years (Required)
- Auto catalog: 3 years (Required)
- Product management: 3 years (Required)
Location:
- Flowery Branch, GA 30542 (Required)
Willingness to travel:
Work Location: In person
