Automotive Technical Services Associate

Premium-Guard-Incorporated; Albion (IL); On-site; USD 42,000 - 62,000; Full time

Job summary

Premium-Guard-Incorporated is seeking an Automotive Technical Services Associate to be the first point of contact for customer and internal technical product support. You will assist technicians, DIY customers, distributors, and internal teams with troubleshooting, installation questions, and product operations, gathering technical information and escalating complex issues as needed.

The role requires automotive experience and strong communication skills, with responsibilities spanning knowledge

Qualifications

• High school diploma or equivalent; automotive technical education preferred.
• 2+ years of automotive aftermarket experience.
• Experience as an automotive parts counter professional, service advisor/service writer, automotive technician, or automotive customer support representative.
• Strong automotive mechanical aptitude.
• Working knowledge of filtration, cooling, ignition, steering, wiper systems, and other common aftermarket replacement parts.
• Familiarity with automotive catalog systems and electronic parts lookup tools.
• Strong communication, customer service, and organizational skills.
• Proficiency with Microsoft Office and customer support software.
• ASE Certification(s) preferred.

Responsibilities

• Respond to customer and internal technical inquiries via phone, email, and customer support platforms.
• Troubleshoot routine installation, operation, performance, and application-related concerns.
• Confirm product applications using approved catalog resources.
• Assist customers in selecting the correct replacement part.
• Research and respond to product interchange requests.
• Provide guidance on installation procedures and product operation.
• Escalate complex issues to Catalog, Product, Engineering, Quality, or Claims.
• Document customer interactions and technical findings.
• Maintain and update the technical knowledge base with common questions and solutions.
• Assist with FAQs, installation guides, and customer support documentation.

Skills

Automotive experience

Mechanical aptitude

Customer service

Communication skills

Organizational skills

Documentation

Education

High school diploma

Automotive technical education

ASE Certification

Tools

Zendesk

Automotive catalog systems

Electronic parts lookup tools

Microsoft Office

CRM software

Job description

Position SummaryThe Automotive Technical Services Associate serves as the first point of contact for customer and internal technical product support. This role assists professional technicians, DIY customers, distributors, retailers, and internal teams with product troubleshooting, installation questions, application confirmation, product operation, and general technical inquiries related to automotive aftermarket replacement parts. The Associate gathers technical information, documents customer interactions, resolves routine technical issues, and escalates complex concerns to the appropriate departments.Key ResponsibilitiesTechnical SupportRespond to customer and internal technical inquiries via phone, email, and customer support platforms.Troubleshoot routine installation, operation, performance, and application-related concerns.Confirm product applications using approved catalog resources.Assist customers in selecting the correct replacement part.Research and respond to product interchange requests.Provide guidance on installation procedures and product operation.Escalate complex issues to Catalog, Product, Engineering, Quality, or Claims.Document customer interactions and technical findings.Knowledge ManagementMaintain and update the technical knowledge base with common questions and solutions.Assist with FAQs, installation guides, and customer support documentation.Identify opportunities to improve technical support resources.Required QualificationsHigh school diploma or equivalent; automotive technical education preferred.2+ years of automotive aftermarket experience.Experience as an automotive parts counter professional, service advisor/service writer, automotive technician, or automotive customer support representative.Strong automotive mechanical aptitude.Working knowledge of filtration, cooling, ignition, steering, wiper systems, and other common aftermarket replacement parts.Familiarity with automotive catalog systems and electronic parts lookup tools.Strong communication, customer service, and organizational skills.Proficiency with Microsoft Office and customer support software.Preferred QualificationsASE Certification(s).Experience supporting customers by phone or email.Experience with Zendesk or similar customer support platforms.Experience contributing to technical documentation or knowledge base content.