Sr Automotive Technical Services Specialist (57230)
$70,000–$90,000 year
On-siteAlbion, Michigan, United States or Albion, Illinois, United States
Job Summary
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. Mentor and provide technical guidance to Automotive Technical Services Associates, promoting consistent troubleshooting methodologies and best practices. Lead the development and maintenance of technical knowledge base content, including installation guides, FAQs, and training materials. Partner with Product Management, Catalog, Engineering, Quality, and Claims to resolve complex customer concerns and coordinate appropriate resolution paths. Document technical findings and communicate recurring field observations to improve application data and support resources. Represent the company during customer visits, technical meetings, and trade shows when technical expertise is required.
Required Qualifications
- Associate degree or equivalent automotive technical education preferred
- 5+ years of progressive automotive aftermarket or automotive repair experience
- Experience as an automotive technician, master technician, shop foreman, manufacturer technical support representative, or senior aftermarket technical support professional
- Advanced diagnostic and troubleshooting skills
- Strong working knowledge of filtration, cooling, ignition, steering, wiper systems, and other common automotive aftermarket replacement parts
- Familiarity with automotive catalog systems, electronic parts lookup tools, and application data
- Excellent verbal and written communication skills
- Strong analytical, organizational, and problem-solving skills
- Proficiency with Microsoft Office and customer support software
Desired Qualifications
- ASE Master Technician Certification or multiple ASE Certifications
- Experience mentoring or coaching technical personnel
- Experience supporting automotive aftermarket manufacturers, distributors, or retailers
- Experience developing technical documentation, technical service bulletins, or training materials
- Experience with Zendesk or similar customer support platforms
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