Technical Support Representative (Automotive) - Banks Power
Azusa, CA
About the Job
Turbocharged high-performance engine developer and manufacturer, Banks Power, is looking for a friendly and dedicated Technical Support Representatives to assist customers in technical installations and operations of our high-quality and innovative products. You will report to Technical Services Supervisor.
We're number one in automotive aftermarket performance, and it's our people that make it all happen. Come join us for all the fun, hard work and triumph!
Main responsibilities
- Respond to all customer contact or inquiries (including phone calls, voice-mail, e-mail, text, etc.) with professional courtesy on the same day as received. Provide telephone support to resolve installation and product performance issues.
- Determine whether a customer inquiry should be handled by the technical support group, customer service group per company guidelines, or if assistance is needed from engineering, installation or sales team. Refer calls accordingly. Keep customers updated of status of the issue.
- Follow up and track the progress of each call until it is resolved, even if the issue has been referred to another team member or department.
- Ensure that all required and pertinent information to investigate the issue is acquired from the customer during the initial contact.
- Thoroughly investigate each claim per established procedure to determine its validity is correct. Enlist assistance and expertise from other team members and/or departments as needed.
- Record all information regarding the customer and the issue in our CRM. This includes discussions with customer, attempted contacts of customer, all internal discussions regarding the issue, and final resolution.
- Follow company policy regarding the shipment of warranty replacement product to customers. Complete all documentation for customer orders, i.e. shipping method, correct address and appropriate freight amount.
Requirements
- Minimum of one year's experience in an in-house automotive technical support service environment, including phone support. Or a combination of 1+ year's experience in an in-house service environment, plus Mechanical and technical knowledge of gasoline and/or diesel engines, including knowledge of automotive electrical circuitry.
- Solid work ethic. Ability to maintain concentration while on the phone for 6-8 hours per day.
- Possess outstanding diagnostic and problem-solving skills. Experience working with vehicle diagnostic trouble codes and how to diagnose them to correct an issue.
- Ability to handle and prioritize multiple calls and tasks simultaneously.
- Ability to work in a team-oriented environment and adapt to new ideas/practices quickly.
Visa sponsorship is not available for this position.
Actual pay offered to candidates will depend on several factors, including but not limited to, relevant candidates' experience, education, and specific knowledge, skills, and abilities.
Benefits
- Medical, dental and vision insurance
- Company-paid basic life, AD&D and long-term disability insurance
- Employee Assistance Program, a confidential program dedicated to supporting the emotional health and well-being of our employees and their families
- 401(k) and 401(k) matching
- Vacation, Paid Time Off and Sick Leave
Perks
- A family-oriented culture that promotes work-life balance; an incredible and effective leadership team that genuinely cares about its team members
- Open door policy, promote from within
- Veteran-friendly
- Health and wellness program (Wellness Wednesday, Fruit & Fiber Friday, onsite wellness screening and flu shots, massage, instructor-led exercise, etc)
- Employee Service and Recognition Program
- Food Truck Fridays, Holiday Luncheons, Family Fun Day
- Employee Referral Program
- Education Assistance Program
- Celebration of cultural heritage
- Friends & Family discount on our top-line power-enhancing products
- Employee discount programs that help you save on family entertainment and thousands of items
- And much more!
Banks are engine people. In a world of companies making disparate parts, Banks engineers the entire engine, not just high performance parts. The proof of Banks' expertise is its list national championships and world records as well as the biggest military engine contract of the century. Of all the possible options, the U.S. military chose the Banks D866T engine for its high performance and durability. With over 65 years of breakthroughs and patents in high-performance gas and diesel engine development—including turbocharging and drivetrain, Banks has no rival.
To be a leader in aftermarket performance takes a tight-knit group of talented, like-minded people. We look forward to welcoming you to our award-winning team. Learn more about our company and career opportunities at Careers at Banks Power.
Banks Power provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Banks Power complies with applicable state and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.Positions with Banks Power require access to controlled goods and technologies subject to the International Traffic in Arms Regulations or the Export Administration Regulations. Applicants for these positions may need to be "U.S. Persons," as defined in these regulations. Generally, a "U.S. Person" is a U.S. citizen, lawful permanent resident, or an individual who has been admitted as a refugee or granted asylum.
