Automotive Technical Services Associate (57231)
Summary
Provides phone and email support for automotive aftermarket parts, troubleshooting installations and product applications for technicians and customers.
Position Summary
The Automotive Technical Services Associate serves as the first point of contact for customer and internal technical product support. This role assists professional technicians, DIY customers, distributors, retailers, and internal teams with product troubleshooting, installation questions, application confirmation, product operation, and general technical inquiries related to automotive aftermarket replacement parts. The Associate gathers technical information, documents customer interactions, resolves routine technical issues, and escalates complex concerns to the appropriate departments.
Key Responsibilities
Technical Support
- Respond to customer and internal technical inquiries via phone, email, and customer support platforms.
- Troubleshoot routine installation, operation, performance, and application-related concerns.
- Confirm product applications using approved catalog resources.
- Assist customers in selecting the correct replacement part.
- Research and respond to product interchange requests.
- Provide guidance on installation procedures and product operation.
- Escalate complex issues to Catalog, Product, Engineering, Quality, or Claims.
- Document customer interactions and technical findings.
Knowledge Management
- Maintain and update the technical knowledge base with common questions and solutions.
- Assist with FAQs, installation guides, and customer support documentation.
- Identify opportunities to improve technical support resources.