What are the responsibilities and job description for the Technical Service Rep 1 position at Air Lift Company?
Technical Service Representative Tier 1
Air Lift, a third-generation family owned company, was founded in 1949 in Lansing, Michigan. Air Lift supplies the automotive aftermarket with load assist products and performance suspensions for show and track. Our goal is to consistently provide products and services that meet and exceed customer’s requirements and expectations. We do this by recruiting top talent and retaining them through our commitment to professional development and preservation of our culture.
General Position Information
Position Title:
Technical Service Representative
Business Unit:
Performance/Traditional
Reports to:
Scott Jenkins
Effective Date:
3/21/2025
Updated on:
3/21/2025
Job Description Summary
As a Tier 1 Technical Service Representative at Air Lift, you will serve as the first point of contact for customers seeking technical support. You will be responsible for troubleshooting and resolving basic product-related inquiries, providing timely assistance through phone, email and chat channels. In this role, you will identify issues, offer solutions and escalate complex concerns to higher-level technical support teams when necessary. The ideal candidate will have strong communication skills, a customer-focused mindset and a willingness to learn about Air Lift products and services. You will be expected to maintain accurate records of customer interactions and provide a high standard of service, ensuring customer satisfaction and support.
Essential Duties
Customer Support:
- Serve as the first point of contact for customer inquiries related to Air Lift products and services.
- Answer phone calls, emails and chat inquiries promptly and professionally.
- Record detailed notes of customer interactions, including reported issues, troubleshooting steps and resolutions, in the customer service management system.
- Ensure all customer records are accurate and updated.
- Identify and escalate complex technical issues or unresolved cases to Tier 2 or specialized support teams.
Product Knowledge:
- Maintain up-to-date knowledge of Air Lift products and services to provide accurate information and solutions.
- Advise customers on product features, compatibility and best usage practices.
- Stay current with new product releases, technical updates and troubleshooting methods.
- Participate in training sessions to improve knowledge and customer service skills.
Product Returns and Warranty Support:
- Assist customers with return or warranty claims by verifying product issues and providing required instructions.
- Communicate with relevant departments to ensure a smooth process for returns or replacements.
Position Requirements:
- High School diploma or equivalent
- 1-2 years of experience in a customer service or technical support role (preferably in automotive or related industries).
- Basic understanding of automotive systems and products is a plus.
- Strong ability to quickly learn new software tools and systems for customer management.
- Excellent verbal and written communication skills, with the ability to explain complex technical issues clearly and effectively.
- Ability to listen actively and empathetically to customers’ concerns.
- Professional phone and email etiquette.
- Ability to work through issues with limited supervision and escalate when necessary.
Minimum and Preferred Qualifications:
- Proficiency in using computers and standard office software (e.g., Microsoft Office Suite).
- Strong attention to detail, especially when documenting customer issues and interactions.
- Ability to work independently and as part of a team in a fast-paced environment.
