What are the responsibilities and job description for the Technical Support Representative position at Amtec Staffing?
Technical Support Representative - Automotive
Job Overview
Deliver technical expertise to resolve service issues, concerns, and complaints related to Detroit powertrain & Chassis. Work in the Detroit Customer Support Center (CSC), responding to calls and electronic submissions from authorized service locations, end-users, and internal customers.
Responsibilities
- Answer calls, emails, and electronic tickets regarding Detroit engine, transmission & Axle, along with Freightliner/Western Star technical service or service parts related issues, concerns, or complaints from dealer network, end-users, and internal customers.
- Assist internal and external customers in a professional, courteous, and timely manner.
- Utilize company documentation, literature, and database to provide technical support.
- Maintain call note logs with all pertinent information.
- Interpret data from Virtual Technician telematics and disseminate to end users.
- Communicate technical service concerns or emerging issues to management.
- Ensure adherence to DTNA Safety and Compliance guidelines, including forwarding safety-related issues to the Compliance department.
- Refer complex technical issues or concerns to the appropriate party.
- Able to work any shift, holidays, and provide after-hours support when necessary.
- Maintain a clean and safe work area.
Additional Functions/Duties
Participate in cross-functional projects and meetings.
Required Education and Experience
An Associate's degree in a related field, or 2 years of related experience is required. An ideal candidate will have a 4-year degree (or in progress) and experience in a technical field.
Diesel technician experience is preferred. Familiarity with Microsoft 365, Salesforce, Five9, or other related phone/ticketing/CRM systems is also desirable, though not mandatory.
