Technical Customer Support Representative

Responsible for providing technical support for turbocharger products, including troubleshooting, diagnostics, installation guidance, and product application assistance. Responds to customer inquiries through phone, email, and online channels while partnering with Sales, Customer Service, Product, Quality, Engineering, and Content teams to improve product performance and the overall customer experience., * Provide technical support to customers via phone, email, and online platforms.

• Troubleshoot turbocharger performance, installation, fitment, and application concerns.
• Assist Customer Service and Sales teams with technical questions, product recommendations, and customer inquiries.
• Communicate recurring product issues, quality concerns, and customer feedback to Product, Quality, and Engineering teams.
• Support root cause investigations and failure analysis activities by gathering technical information from customers.
• Provide recommendations for product improvements based on customer interactions and field feedback.
• Collaborate with the Content team to improve product catalog data, images, installation instructions, and technical resources.
• Develop, maintain, and update technical support documentation, installation guides, troubleshooting materials, and knowledge base content.
• Track and report technical support metrics, customer trends, and recurring issues.
• Maintain a high level of product knowledge related to turbochargers, engine systems, and aftermarket applications.
• Support training initiatives for internal teams as needed.
• Perform other duties as assigned.

• Strong mechanical aptitude and knowledge of automotive repair and diagnostic processes.
• Ability to read and interpret technical drawings, schematics, and product specifications.
• Proficiency with Microsoft Office applications.
• Excellent verbal and written communication skills.
• Strong customer service and problem-solving abilities.
• Ability to explain technical concepts to a variety of audiences.
• Strong organizational skills and attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.

PREFERRED SKILLS & EXPERIENCE:

• Experience working in the automotive aftermarket industry.
• Experience with turbochargers, engine systems, or related automotive components.
• Previous customer service, technical support, or field service experience.
• Experience with technical documentation, product training, or knowledge base development.
• Familiarity with CRM, ERP, or product management systems.

EDUCATION:

• High school diploma or GED preferred.
• Additional automotive, technical, or mechanical training is considered an asset., * Experience in automotive repair, diagnostics, technical support, customer service, or the automotive aftermarket industry preferred.
• Working knowledge of turbocharger systems and vehicle performance applications is considered an asset.

• Customer satisfaction and responsiveness
• Technical troubleshooting effectiveness
• Product knowledge and application expertise
• Quality and accuracy of technical support provided
• Documentation and knowledge base contributions
• Cross-functional collaboration
• Identification of product improvement opportunities
• Training and mentoring effectiveness
• Leadership readiness

Career Path Visual

Technical Customer Support Representative * Senior Technical Customer Support Representative * Technical Support Lead * Product Specialist * Product Manager * Senior Product Manager * Director of Product * Vice President, Product Management

Pay: £30.00-£35.00 per hour