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.
Responsibilities
- Provide phone and email-based technical support for remanufactured engines and transmissions
- Assist installers and technicians with:
- Installation procedures and best practices
- Electronic control system integration (TCM/PCM relearn, adaptive drive cycles)
- Diagnostic 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
- Evaluate warranty claims for eligibility (time, mileage, application, install compliance)
- Verify required documentation:
- Installation records
- Mileage at install/failure
- Diagnostic steps performed
- 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
- 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
Skills
- Associate's degree in Automotive Technology, Engineering, and/or equivalent ASE certification(s) with equivalent automotive service experience
- 3-7+ years of experience in automotive service and repair
- 3-7+ years of experience in technical support or field service
- 3-7+ years of experience in remanufacturing or OEM/dealer environment
- Strong knowledge of internal combustion engines (gas and light-duty diesel)
- Ability to interpret diagnostic trouble codes (DTCs)
- Ability to interpret service manuals and schematics
- Familiarity with scan tools and diagnostic processes
- Familiarity with transmission control systems (TCM/PCM programming/relearn)
- Strong problem-solving and diagnostic capability
- Excellent verbal and written communication skills
- Customer-focused mindset with ability to manage difficult situations
- Attention to detail and documentation accuracy
- Ability to work cross-functionally with Quality, Engineering, and Operations
- Good organizational skills to handle a variety of tasks
- Automotive service and repair (engine and transmission focus preferred)
- Automatic transmissions (6-speed, 8-speed, 10-speed preferred)
Company Overview
ATC 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.