Automotive Technician Support and Training Specialist - English and Spanish speaking

About the role

The Automotive Technician Support and Training Specialist supports and trains customers in the USA and Canada for assigned aftermarket products. This role involves providing technical support via phone and email, organizing the Field Sales team, collaborating with the customer and the sales manager/engineering, and delivering training sessions both in person and virtually.

Responsibilities

• Collaborate with new and existing customers, distributors, and internal personnel
• Provide, via phone and/or e-mail, all aspects of technical support for assigned products
• Organize the Field Sales team in all custom development projects when necessary
• Collaborate with the customer and the sales manager / engineering, distributing technical information when available to all relevant parties, or other activities as needed
• Organize marketing and engineering in maintaining and improving all technical documentation, both print and digital, and provide feedback whenever possible as to potential improvements in either
• Key participant in the overall products return process for all technical related returns from assigned products in the designated region
• Maintain a comprehensive record within company database of all technical calls received
• Organize all regional prospecting activities for assigned products with regards to identifying account potential based on technical reviews of website information, products brochures, etc., as needed
• Provide technical support via telephone, email, and in-person for customers on assigned aftermarket product lines
• Deliver top-level customer service by efficiently and thoroughly handling inquiries related to technical aspects of our aftermarket products (e.g., sensor programming, installation, mobile app use)
• Collaborate with other customer support teams to communicate and escalate customer issues promptly
• Ensure customer satisfaction by delivering effective training sessions onsite or online
• Attend and participate in trade shows and customer events as needed
• Provide regular feedback to the global Aftermarket Technical Team regarding product issues and opportunities for improvements in training and tools
• Proactively prepare and update training documents and validate technical content for Marketing and Communications
• Create, translate, and update educational content for e-training platforms, training websites, and presentations
• Support Engineering and Product Management with research, validations, performance testing, benchmarking, and tool maintenance
• Support Product Management by translating Voice of Customer and competitive insights into prioritized product roadmaps
• Maintain personal technical knowledge through training, publications, networking, and industry participation
• Work flexible hours to support peak business needs or weekend customer events/tradeshows
• Self-manage workload efficiently and effectively
• Aid in other duties as directed by the manager

Qualifications

• A university degree required (i.e. Bachelors degree) or equivalent relevant work experience
• Must be a team player able to work in a fast-paced environment with demonstrated ability to handle multiple competing tasks and demands
• Strong communication skills; oral, written and presentation
• Strong organization, planning and time management skills to achieve results
• Strong personal and professional ethical values and integrity
• Holds self-accountable to achieving goals and standards
• Proficient in Microsoft Office programs (Outlook, Word, PowerPoint, and Excel)
• Strong interpersonal & collaboration skills to work effectively with all levels of the organization including suppliers and/or external customers
• Comfortable with automotive electronics installation, repair, wireless technology, and mobile app support
• Affinity for training/knowledge transfer; coaching or education experience is a plus
• Knowledge of the automotive aftermarket, tire industry, or auto repair environments preferred
• Strong customer service orientation
• Excellent communication and motivational skills
• Solution-oriented mindset with a positive, can-do approach
• Ability to work independently with accountability
• Comfortable working in a fast-paced environment with multiple priorities
• Strong interpersonal and collaboration skills; able to work effectively with all levels, including external customers and suppliers
• Proficient in Microsoft Office (Outlook, Word, PowerPoint, Excel)
• Fluent English required; Spanish is a plus
• Willingness to travel extensively throughout North America
• Bilingual English/Spanish - plus

Pay

Base Salary Range: $59,840.00 - $82,280.00

Schedule

Flexible hours to support peak business needs or weekend customer events/tradeshows