Support Technician - Tier 1

HP Tuners LLC; Buffalo Grove, Northern (IL, KY); Hybrid; USD 50,000 - 55,000; Full time

Benefits offered by this job

Discretionary bonus

Medical coverage

Dental coverage

Vision coverage

Life coverage

Disability coverage

Paid time off (PTO)

401(k) with employer matching

Job summary

HP Tuners LLC is a global leader in the automotive aftermarket, developing hardware and software for vehicle calibration. They seek a Support Technician - Tier 1 to join the team onsite in Buffalo Grove, IL.

The role provides prompt customer support, diagnosing basic software issues within the HP Tuners production line, with supervision from the Support Supervisor. The position offers a base salary of $50,000–$55,000 with a discretionary bonus, and a comprehensive benefits package including

Qualifications

• High school diploma or GED; 0–2 years of work experience in a technical position or skill development.
• Novice proficiency in PC skills, including navigation and software usage.
• Previous experience using setup and Pro Features.

Responsibilities

• Respond promptly and professionally to customer inquiries via calls and emails.
• Process RMA requests, interface upgrades and replacements using computerized systems.
• Answer basic technical questions about products and parts, providing remote assistance as needed.
• Open tune files and navigate parameter types on bench.
• Perform read/write operations for a controller on the bench to replicate issues.
• Add channels and data log a controller on the bench using VCM Scanner Setup.
• Read/write and data log modules using MPVI/MPVI2 in vehicles.
• Develop and maintain internal support documentation and troubleshooting guides.

Skills

Novice PC skills (navigation & UI)

Navigation & software usage

Setup & Pro Features experience

Education

High school diploma or GED

0-2 years in technical role

Job description

Description

HP Tuners LLC is a global leader in the automotive aftermarket, developing hardware and software for vehicle calibration. HP Tuners is seeking a Support Technician - Tier 1 to join our team onsite in Buffalo Grove, IL.

The Support Technician - Tier 1 promptly and professionally assists customers by diagnosing and resolving the most basic software issues within the HP Tuners production line using the tools and resources available.

This position reports to the Support Supervisor.

KEY RESPONSIBILITIES

• Respond promptly and professionally to customer inquiries, including incoming calls in the call center and customer emails, while ensuring a high standard of service and satisfaction.
• Use computerized systems to efficiently process RMA requests, interface upgrades and replacements.
• Answer the most basic technical questions from customers about products & parts (e.g., application keys, interface driver issues, etc.), providing remote software assistance as needed.
• Identify, diagnose, test, and resolve the most basic customer inquiries related to:
• Open tune files and navigate different parameter types.
• Perform read/write operations for a controller on the bench to replicate issues.
• Add channels and data log a controller on the bench using simple VCM Scanner Setup.
• Utilize MPVI and MPVI2 to read, write, and to data log modules (in vehicles).
• Navigate, edit, add, and use knowledgebase articles efficiently.
• Develop and maintain internal support documentation for process workflow and troubleshooting.
• Additional responsibility as business needs dictate.

• License issues, including opening and interpreting a License.dat to locate specific licenses.
• Debug.dat issues.
• Internet issues, including those affecting internet required vehicles.
• Windows issues (.NET Framework, DPI Settings, etc.).

Requirements

EDUCATION, KNOWLEDGE, AND COMPETENCIES

Qualifications and Experience

• High school diploma, GED, or combination of at least 0-2 years of work experience and skill development in a technical position, preferably in the after-market car industry or automotive-related industry.
• Assume responsibility for the most basic issues and problems while continuously improving skill base and referring complex issues to higher-level staff.
• Perform work effectively under direct supervision.
• Novice proficiency in PC skills, including navigation and software usage.
• Previous experience using setup and Pro Features.

Physical Requirements

• Working Conditions: While performing the duties of this job, the employee is regularly required to sit and work at a desk and computer for prolonged periods of time.

Please Note: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of HP Tuners.

Compensation and Benefits

At HP Tuners LLC, we understand that compensation plays a key role when considering a new opportunity. We are dedicated to ensuring fair pay for all employees and continually work towards greater transparency in our compensation practices. The estimated base salary range for this position is $50,000 – $55,000, with actual pay determined including factors such as location, skills, experience, and other relevant considerations. This position also qualifies for a discretionary bonus and a complete benefits package, including medical, dental, vision, life, and disability coverage, paid time off (PTO), and a 401(k) program with employer matching.

• medical coverage
• dental coverage
• vision coverage
• life coverage
• disability coverage
• paid time off (PTO)
• a 401(k) program with employer matching

HP Tuners LLC is an equal opportunity employer. Employment selection and related decisions are made without regard to sex, race, age, disability, religion, national origin, color, or any other protected class. HP Tuners LLC does not use AI (Artificial Intelligence) to make decisions in the hiring process. If AI (Artificial Intelligence) is utilized, HP Tuners LLC will include a disclaimer in the relevant job posting.