Sr Automotive Technical Services Specialist

Key Responsibilities

• 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.
• Confirm product applications using approved catalog resources and assist with challenging product interchange requests.
• Aid customers in selecting the appropriate replacement part when technical expertise is required.
• Provide technical guidance regarding product selection, installation procedures, and product operation.
• Support the Technical Services team during periods of high customer demand.
• Determine appropriate resolution paths and coordinate with Product Management, Catalog, Engineering, Quality, Claims, and Customer Service when additional expertise is required.
• Document technical findings, customer interactions, and recommended actions.

Technical Leadership

• Mentor and provide technical guidance to Automotive Technical Services Associates and other internal team members.
• Aid in onboarding and technical development of Technical Services personnel.
• Promote consistent troubleshooting methodologies and customer support best practices.
• Serve as the department's subject matter expert for advanced technical issues.

Knowledge & Technical Content

• Lead the development and maintenance of technical knowledge base content.
• Provide technical expertise for installation guides, FAQs, technical service bulletins, and training materials.
• Identify recurring technical questions and recommend improvements to customer support documentation.
• Support Product Management by providing technical expertise during new product launches and product changes.

Cross-Functional Support

• Partner with Product Management, Catalog, Engineering, Quality, and Claims to resolve complex customer concerns.
• Communicate recurring field observations and customer feedback to appropriate departments.
• Identify opportunities to improve application data, technical documentation, and customer support resources.
• Represent the company during customer visits, technical meetings, training events, and trade shows when technical expertise is required.