Technical Support Manager

Full-Time | Charlotte, North Carolina

About Race Winning Brands

At RWB, our brands make performance parts that riders and racers trust on the track and the trail. Behind every piston, clutch, and exhaust is a team of machinists, engineers, assemblers, and pros who take pride in getting it right.

About the Brand

Founded in 2002, Rekluse changed the game in clutch performance technology for motorcycles and powersports. Rekluse products are engineered, developed and manufactured in Boise, Idaho, and the brand's vision is to inspire a better adventure.

About the Role

RevMax and Transmission Specialties build high-performance automatic transmissions, torque converters and drivetrain components for performance, racing and heavy-duty customers. As the Technical Support Manager of Automotive Transmission, you'll be the link between our existing customers and our technical sales, engineering and build teams. When a customer has a problem, you'll own it, from diagnosis and warranty investigation through root cause and resolution. Your hands-on transmission expertise and your care for the customer relationship help make sure our products stay the best on the market and our customers keep coming back.

Responsibilities

• Put safety first and never pass on a defect, no matter what leaves your hands.
• Work like a pit crew and bring innovation to finding better, faster and smarter ways to work.
• Resolve customer issues involving transmission systems and components.
• Investigate warranty claims and parts issues, including root cause analysis.
• Work with technical sales, product builders and engineering to address and resolve customer concerns.
• Track and analyze recurring issues to spot systemic problems before they turn into warranty claims.
• Serve as the main contact for existing customers on reworked products and open issues.
• Troubleshoot complex transmission problems using diagnostic tools, technical manuals, service bulletins and wiring diagrams.
• Document your findings, give clear guidance and explain technical issues to customers and internal teams.

Requirements

• 10+ years in the automotive transmission industry, including 5+ years building transmissions.
• 3+ years in technical support or customer issue resolution for automotive transmissions, and 3+ years of customer service experience.
• Hands-on automatic transmission repair and overhaul experience, including disassembly, diagnosis, reassembly and road testing.
• Experience across a range of transmissions, with a focus on diesel pickup units, Powerglide, TH400 and 4L80E.
• A solid understanding of hydraulic controls, torque converters, clutches, planetary sets, valve bodies, shift solenoids, sensors and module communication.
• The ability to read failures and wear patterns and diagnose hydraulic and electronic control problems.
• Proficiency with scan tools, pressure testing equipment, oscilloscopes, multimeters and wiring diagrams.
• A methodical, logical approach to tracking down elusive problems.
• Excellent communication skills and the ability to document findings clearly.
• Experience using ERP, CRM or technical management software.

Preferred Qualifications

• ATRA Certified Rebuilder, ATSG or TCRA training.
• OEM training on units such as the 68RFE, 48RE, 6R140, 5R110W, Allison, 10L1000, AS69RC and ZF8HP.
• Familiarity with EFI Live, EZ Lynk or HP Tuners.
• Any transmission building certification.

Benefits

• Health, dental and vision insurance – effective day 1, with substantial company contribution to medical and dental premiums.
• 9 paid holidays + paid Thank You Day(s) – effective day 1.
• Paid time off.
• 401(k) match up to 3.5% – eligible after 30 days, immediate vesting.
• Employer HSA contributions – up to $1,100 a year.
• Life insurance and short-term disability – 100% company paid.
• Paid parental leave.
• Employee discounts on products from our brands, including Corsa, Wiseco, JE Pistons, Manley and Rekluse.
• Wellness program with medical premium credit.
• Employee Assistance Program (EAP).
• Prescription safety glasses and work boot reimbursement.
• Tuition reimbursement.
• $1,000 referral bonus.

Physical Demands / Working Conditions

• Specific vision abilities required include close vision, distance vision, peripheral vision and ability to adjust focus.
• The noise level in the work environment is usually high.
• Occasionally lift and/or move up to 80 lbs.
• Personal protective equipment is required including but not limited to gloves, safety glasses and hearing protection.