Automotive Technical Services Associate (57231)

Premium Guardorporated; Albion (IL); On-site; USD 40,000 - 55,000; Full time

Job summary

Premium Guardorporated in Albion, IL 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, product operation, and application confirmation.

The role involves documenting interactions, updating the knowledge base, and escalating complex issues to catalogs, product, engineering, quality, or

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/writer, automotive technician, or automotive customer support representative.
• Strong automotive mechanical aptitude.
• 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.

Responsibilities

• Respond to customer and internal technical inquiries via phone, email, and customer support platforms.
• Troubleshoot routine installation, operation, 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.
• Identify opportunities to improve technical support resources.

Skills

Mechanical aptitude

Communication skills

Customer service

Education

High school diploma

Automotive technical education

ASE Certification (preferred)

Tools

Catalog systems

Electronic parts lookup tools

Job description

Job Details

Job Location: Albion - Albion, IL 62806
Position Type: Full Time
Salary Range: $40,000.00 - $55,000.00 Salary/year
Job Shift: 1st Shift/ Days

Position Summary

The 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 Responsibilities

Technical Support

• 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.

Knowledge Management

• Maintain 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.

QualificationsRequired 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.

Preferred Qualifications

• ASE 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.