What are the responsibilities and job description for the Technician Support Specialist position at Alps Alpine (North 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.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- 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
- Provide recommendations for compatible accessories and upgrades based on customer needs
- 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
- Work closely with sales and support teams to improve customer experience
- Assist in the installation of Alpine products for evaluation, demonstration, and promotional events
- Support the development of product owners and installation manuals
- Update / maintain technical manuals and documents, including research of vehicles for car audio and navigation product application
- Support and participate in in-vehicle and bench testing, dealer scrambles, and special events
- Document customer complaint information into various databases (GQS, Knowledge Base, Redmine)
EDUCATION and/or EXPERIENCE
High school diploma or equivalent required
Technical Skills:
- Basic understanding of car audio systems, amplifiers, subwoofers, speakers, and head units.
- Computer proficient with 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
