Customer Technical Support
ATC Drivetrain · Oklahoma City, Oklahoma, US
SUMMARY The Customer Service Technical Support Representative serves as the primary technical interface between customers, distributors, installers, and deal...
Job description
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: - Provide phone and email-based technical support for remanufactured engines and transmissions Assist installers and technicians with: - Installation procedures and best practices - Electronic control system integration (TCM/PCM relearn, adaptive drive cycles) - Diagnostic troubleshooting (mechanical, hydraulic, electrical) - Root cause identification of failures - Guide customers through proper validation before authorizing product return (RMA) Support resolution of issues such as: - Transmission s...