[Remote] Customer Technical Support

Note: The job is a remote job and is open to candidates in USA. ATC is a company that specializes in remanufactured engines and transmissions. They are seeking a Customer Technical Support Representative to provide technical support, manage warranty claims, and ensure customer satisfaction through effective communication and issue resolution.ResponsibilitiesProvide phone and email-based technical support for remanufactured engines and transmissionsAssist installers and technicians with:Installation procedures and best practicesElectronic control system integration (TCM/PCM relearn, adaptive drive cycles)Diagnostic troubleshooting (mechanical, hydraulic, electrical)Root cause identification of failuresGuide customers through proper validation before authorizing product return (RMA)Support resolution of issues such as:Transmission shift concerns, leaks, no-move conditions, delayed engagement, etcEngine performance issues, leaks, noise, etcEvaluate warranty claims for eligibility (time, mileage, application, install compliance)Verify required documentation:Installation recordsMileage at install/failureDiagnostic steps performedDetermine:First-time vs. repeat warranty claimsRepair vs. replace decisionsInitiate RMA processMaintain call database and logCollaborate with Operations, Quality, and Engineering on repeat or systemic issuesAct as primary point of contact for:DistributorsRepair facilities/installersDealers and fleet customersProvide clear, professional communication to resolve issues quicklyDe-escalate customer concerns and manage expectationsEnsure high customer satisfaction while enforcing warranty policySkillsAssociate's degree in Automotive Technology, Engineering, and/or equivalent ASE certification(s) with equivalent automotive service experience3-7+ years of experience in automotive service and repair3-7+ years of experience in technical support or field service3-7+ years of experience in remanufacturing or OEM/dealer environmentStrong knowledge of internal combustion engines (gas and light-duty diesel)Ability to interpret diagnostic trouble codes (DTCs)Ability to interpret service manuals and schematicsFamiliarity with scan tools and diagnostic processesFamiliarity with transmission control systems (TCM/PCM programming/relearn)Strong problem-solving and diagnostic capabilityExcellent verbal and written communication skillsCustomer-focused mindset with ability to manage difficult situationsAttention to detail and documentation accuracyAbility to work cross-functionally with Quality, Engineering, and OperationsGood organizational skills to handle a variety of tasksAutomotive service and repair (engine and transmission focus preferred)Automatic transmissions (6-speed, 8-speed, 10-speed preferred)Company OverviewATC Reman is a world leader in remanufacturing solutions for light, medium, and heavy-duty vehicles, providing remanufacturing solutions for powertrain and drivetrain products regardless of the technology powering the vehicle. It was founded in 1994, and is headquartered in Oklahoma City, Oklahoma, USA, with a workforce of 1001-5000 employees. Its website is http://atcdrivetrain.com.