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Banks Power · 3 days ago

Technical Support Representative (Automotive)

Azusa, CA

Full-time

Onsite

Entry Level

$23/hr - $26/hr

1+ years exp

Banks Power is a turbocharged high-performance engine developer and manufacturer, seeking friendly and dedicated Technical Support Representatives to assist customers with technical installations and operations of their innovative products. The role involves responding to customer inquiries, providing telephone support, and ensuring issues are resolved in a timely manner.

AutomotiveManufacturing

Comp. & Benefits

No H1B

Responsibilities

Respond to all customer contact or inquiries (including phone calls, voice-mail, e-mail, text, etc.) with professional courtesy on the same day as received. Provide telephone support to resolve installation and product performance issues

Determine whether a customer inquiry should be handled by the technical support group, customer service group per company guidelines, or if assistance is needed from engineering, installation or sales team. Refer calls accordingly. Keep customers updated of status of the issue

Follow up and track the progress of each call until it is resolved, even if the issue has been referred to another team member or department

Ensure that all required and pertinent information to investigate the issue is acquired from the customer during the initial contact

Thoroughly investigate each claim per established procedure to determine its validity is correct. Enlist assistance and expertise from other team members and/or departments as needed

Record all information regarding the customer and the issue in our CRM. This includes discussions with customer, attempted contacts of customer, all internal discussions regarding the issue, and final resolution

Follow company policy regarding the shipment of warranty replacement product to customers. Complete all documentation for customer orders, i.e. shipping method, correct address and appropriate freight amount

Qualification

Automotive technical supportMechanical knowledgeDiagnostic problem-solvingElectrical circuitryMulti-taskingTeam-orientedSolid work ethic

Required

Minimum of one year's experience in an in-house automotive technical support service environment, including phone support. Or a combination of 1+ year's experience in an in-house service environment + mechanical and technical knowledge of gasoline and/or diesel engines including knowledge of automotive electrical circuitry

Solid work ethic. Ability to maintain concentration while on the phone for 6-8 hours per day

Possess outstanding diagnostic and problem-solving skills. Experience working with vehicle diagnostic trouble codes and how to diagnose them to correct an issue

Ability to handle and prioritize multiple calls and tasks simultaneously

Ability to work in a team-oriented environment and adapt to new ideas/practices quickly

Benefits

Medical, dental and vision insurance

Company-paid basic life, AD&D and long-term disability insurance

Employee Assistance Program, a confidential program dedicated to supporting the emotional health and well-being of our employees and their families

401(k) and 401(k) matching

Vacation, Paid Time Off and Sick Leave

A family-oriented culture that promotes work-life balance; an incredible and effective leadership team that genuinely cares about its team members

Open door policy, promote from within

Veteran-friendly

Employee Service and Recognition Program

Food Truck Fridays

Employee Referral Program

Education Assistance Program

Friends & Family discount on our top-line power-enhancing products

Employee discount programs that help you save on family entertainment and thousands of items

And much more!

Company

Banks Power

Over 60 years of engineering milestones for Gale Banks Engineering founder and president Gale Banks began at age 14 with an engine teardown of his mother's '31 Ford Model A that resulted in an increase of more than 40 horsepower.

Founded in 1958

Azusa, California, USA

51-200 employees