What are the responsibilities and job description for the Technician Support Supervisor position at Alpine Electronics of America, Inc.?
Alps Alpine, a leading manufacturer of electronic components and automotive infotainment systems, has brought the world numerous “First 1” and “Number 1” products since its founding in 1948. The Alps Alpine Group operates 110 bases in 26 countries and regions, supplying roughly 40,000 products and solutions to around 2,000 companies worldwide. Those offerings include devices such as switches, sensors, data communication modules, touch input panels, actuators, and power inductors; electronic shifters, remote keyless entry systems, and other automotive units; consumer electronics like car navigation and audio-visual systems; and systems and services such as digital keys based on smartphone app and blockchain technology, and remote monitoring.
QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
This position supervises and guides a team of Technical Support Specialist
EDUCATION And/or EXPERIENCE
Bachelor’s degree in IT, Electronics, Business Administration, or a related field (preferred). 3 years of experience in a technical support role within a consumer electronics or automotive accessories industry. 1 years of experience in a supervisory or leadership role.
QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
- Basic understanding of car audio systems, amplifiers, subwoofers, speakers, and head units.
- Computer proficient with the ability to quickly learn customer service policies, service systems and software, MS Word, Excel, Adobe CS, Illustrator, Photoshop, CRM, and ticketing systems (e.g. Zendesk, Salesforce, ServiceNow) is a plus
- Familiarity with Bluetooth pairing, wiring diagrams, and vehicle compatibility
- Strong verbal and written communication skills, especially when explaining technical concepts to customers
- Ability to explain technical concepts to non-technical customers in a clear and friendly manner
- Excellent problem-solving and multitasking skills
- Patience and a customer-focused approach to issue resolution
- Excellent leadership, coaching, and problem-solving skills
- Ability to handle escalations and maintain a high level of customer satisfaction
- Lead, mentor, and develop a team of technical support specialists handling car audio and navigation-related inquiries
- Monitor teams’ performance, set KPIs, and provide coaching to ensure high-quality customer interactions
- Handle escalations, ensuring efficient resolution of complex technical issues.
- Maintain and update troubleshooting guides, FAQs, and knowledge-based articles
- Answer inbound calls, emails, and chats from customers regarding car audio and navigation products
- Assist dealers and consumers with Alpine Brand products’ setup, installation, operation, compatibility, wiring, firmware updates, and troubleshooting issues
- Guide customers through Bluetooth connectivity, smartphone integration (Apple CarPlay, Android Auto), and other product settings and features
- Manage and improve customer feedback processes to identify recurring technical issues
- Work closely with sales and support teams to improve customer experience
- Document customer and dealer interactions to provide accurate VoC used for publishing technical tips, future product development, and quality improvements
- Follow up on customer concerns to ensure complete resolution and satisfaction
- Implement best practices for call handling, issue resolution, and customer satisfaction
- Analyze support team performance, call volumes, resolution times, and customer satisfaction scores.
- Provide regular reports to management with insights and recommendations for process improvement
- Support other activities as assigned by management
- Attend product and technology training seminars as required
This position supervises and guides a team of Technical Support Specialist
EDUCATION And/or EXPERIENCE
Bachelor’s degree in IT, Electronics, Business Administration, or a related field (preferred). 3 years of experience in a technical support role within a consumer electronics or automotive accessories industry. 1 years of experience in a supervisory or leadership role.
