Customer Technical Support

KEY RESPONSIBILITIES

• Provide phone and email-based technical support for remanufactured engines and transmissions.
• Aid installers and technicians with:
• Installation procedures and best practices
• Electronic control system integration (TCM/PCM relearn, adaptive drive cycles)
• Diagnostics 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 shift concerns, leaks, no-move conditions, delayed engagement, etc.
• Engine performance issues, leaks, noise, etc.

Warranty & Claim Management

• Evaluate warranty claims for eligibility (time, mileage, application, install compliance).
• Verify required documentation:
• Installation records
• Mileage at install/failure
• Determine:
• First-time vs. repeat warranty claims
• Repair vs. replace decisions
• Initiate RMA process.
• Maintain call database and log.
• Collaborate with Operations, Quality, and Engineering on repeat or systemic issues.

Customer & Dealer Support

• Act as primary point of contact for:
• Distributors
• Repair facilities/installers
• Dealers and fleet customers
• Provide clear, professional communication to resolve issues quickly.
• De-escalate customer concerns and manage expectations.
• Ensure high customer satisfaction while enforcing warranty policy.