Technical Services Advisor

Summary:

This position is responsible for assisting customers via phone, email and chat with part application information, technical information and replacement procedures while also creating technical articles, databases, and other informational material.

Essential Duties and Responsibilities:

• Provide customer service and assist external customers in determining correct part numbers, part locations, replacement procedures and part operating characteristics.
• Ability to communicate effectively with fellow workers while sharing product related and office related skills.
• Ability to communicate professionally via telephone, email and chat with counter people, technicians and DIY customers using appropriate manuscript language skills.
• Write instructional materials for website and other print and electronic publications using appropriate manuscript language skills.
• Perform assigned technical research projects and maintain technical databases for use on websites, within the support group, and for external use.
• Communicate with other internal departments when part issues are identified.
• Participate in internal and external training to keep pace with changes in technology, our industry, and specific job requirements.
• Understand industry related proper procedures for diagnostic and repair tools.
• Maintain skill set to be a Subject Matter Expert of the company product knowledge specialist team.
• Adhere to all company policies and procedures including ISO/IATF 16949 and ISO14000 related policies as applicable.
• Assist Technical Instructors, as needed.
• Other job activities as assigned.

Essential Education, Knowledge, Skills, Abilities and Experience:

• High School Diploma required; 4-8 years industry related experience in the automotive part or repair industry. An equivalent combination of education and experience will be considered.
• ASE certification in at least 3 skill levels required.
• Experience and skills in hands-on vehicle diagnosis and repair
• Strong verbal and written communication skills that will enable customers to understand technical information over the phone or via email correspondence
• Ability to use online technical and diagnostic resources to provide accurate and reliable information
• Working knowledge in Microsoft Outlook, Word, and Excel
• Bilingual Spanish/English strongly preferred

Equipment Used:

• Computer, phone, copier

Personal Protective Equipment/Clothing Required (PPE):

• Safety glasses and hearing protection as required.
• ESD smock and grounding equipment as required.

Physical Demands:

(Not Applicable, Occasionally [1-33%; 0-2.5 hrs./day], Frequently [33-66%; 2.5-5.5 hrs./day], Constantly [>66%; 5.5 hrs./day])

Physical Abilities

• Stand – Occasionally
• Walk – Frequently
• Sit – Frequently
• Climb – Not Applicable
• Crawl – Not Applicable
• Squat – Not Applicable
• Kneel – Not Applicable
• Bend – Not Applicable
• Twist – Not Applicable
• Use of Hands/Fingers – Frequently
• Reach Outward – Frequently
• Reach Above Shoulder – Frequently

Lift/Carry

• 10 lbs. or less - Occasionally
• 11-20 lbs. - Occasionally
• 21-50 lbs. - Not Applicable
• 51-100 lbs. - Not Applicable

Push/Pull

• 10 lbs. or less - Occasionally
• 11-20 lbs. - Occasionally
• 21-50 lbs. - Not Applicable
• 51-100 lbs. - Not Applicable

Sensory Requirements

• Speech - Yes
• Vision - Yes
• Touch - Yes
• Hearing - Yes
• Smell - Yes