Tech Support Representative

Moveras, LLC; Phoenix (AZ); On-site; USD 50,000 - 70,000; Full time

Job summary

Moveras, LLC seeks a Technical Support Specialist to diagnose transmission-related issues, guide technicians, and resolve warranty matters. You will communicate clearly with installers, repair facilities, distributors, and customers, and document steps and outcomes in HubSpot.

Reporting to the Technical Support Manager, you will own cases from contact to resolution, coordinate with internal teams, and contribute to continuous product improvement in a fast-paced environment.

Qualifications

• Hands-on automotive diagnosis or repair experience.
• Ability to interpret diagnostic trouble codes and wiring diagrams.
• Clear verbal and written communication over the phone.
• Professional, patient approach to customer concerns.
• Strong organization and case-management skills.
• Proficiency with computers and CRM systems.

Responsibilities

• Provide technical support by phone, email, and online channels for transmission installation and repair.
• Gather vehicle information, symptoms, codes, and test results.
• Guide troubleshooting to distinguish transmission issues from other causes.
• Explain installation requirements and diagnostic steps clearly.
• Review warranty requests and coordinate next steps.
• Escalate complex issues with a clear summary of findings.
• Maintain case records in HubSpot with diagnostics and communications.
• Use Dialpad and other tools to manage interactions.
• Share recurring issues with Technical Support, Quality, and Manufacturing.
• Participate in training and improvements to support resources.

Skills

Automotive diagnosis

DTC interpretation

Troubleshooting

Verbal communication

Written communication

Case management

CRM systems

HubSpot familiarity

Multi-tasking

Education

High school diploma or equivalent

Tools

HubSpot

Dialpad

Job description

Moveras, LLC is a leading automotive remanufacturing company committed to delivering high-quality products and dependable customer support. We help keep vehicles on the road through remanufactured solutions built for performance, reliability, and sustainability.

We are seeking a Technical Support Specialist who combines automotive diagnostic knowledge with clear communication and a commitment to helping customers. This role offers the opportunity to solve technical problems, support repair professionals, and contribute to continuous product improvement in a collaborative, fast-paced environment.

Position Summary

The Technical Support Specialist provides technical assistance to installers, repair facilities, distributors, and customers using Moveras remanufactured transmissions. This position helps diagnose performance concerns, guides troubleshooting and installation procedures, and supports the resolution of warranty-related issues.

Reporting to the Technical Support Manager, the specialist owns assigned cases from initial contact through resolution, maintains accurate records, and works closely with internal teams to deliver timely, consistent customer support.

Key Responsibilities

• Provide technical support by phone, email, and online support channels for transmission installation, operation, diagnosis, and repair.
• Gather and evaluate vehicle information, transmission identification, installation history, symptoms, diagnostic trouble codes, test results, and supporting documentation.
• Guide repair professionals through structured troubleshooting to help distinguish transmission concerns from vehicle, electrical, control-system, or installation issues.
• Explain installation requirements, diagnostic procedures, and recommended next steps in clear, practical terms.
• Review warranty requests for completeness, document findings, and coordinate appropriate next steps in accordance with company policies and authorization limits.
• Recommend field repair, additional testing, escalation, or return evaluation based on diagnostic evidence and established procedures.
• Manage assigned cases through resolution, communicate progress, and follow up on outstanding information and commitments.
• Maintain accurate, complete, and timely case records in HubSpot, including diagnostic steps, customer communications, decisions, and outcomes.
• Use Dialpad and other support tools to manage customer interactions and contribute to team service goals.
• Escalate complex technical concerns and sensitive customer issues with a clear summary of findings and actions taken.
• Share recurring failure patterns, installation concerns, and customer feedback with Technical Support, Quality, and Manufacturing teams.
• Participate in training, knowledge sharing, and improvements to support procedures and technical resources.

Required Qualifications

• Hands-on experience in automotive diagnosis, repair, or technical support, including working knowledge of automatic transmissions and related vehicle systems.
• Ability to interpret diagnostic trouble codes, wiring diagrams, service information, and test results.
• Strong troubleshooting skills and the ability to develop logical next steps from available evidence.
• Clear verbal and written communication skills, including the ability to explain technical information over the phone.
• A professional, patient approach to customer concerns and challenging conversations.
• Strong organization, attention to detail, and follow-through while managing multiple active cases.
• Proficiency with computers and the ability to learn customer relationship management, phone, and technical information systems.
• High school diploma or equivalent.

Preferred Qualifications

• Experience diagnosing, rebuilding, or supporting automatic transmissions.
• Automotive technical training or relevant ASE certifications.
• Experience with warranty claims, remanufactured automotive products, or manufacturer technical support.
• Familiarity with HubSpot, Dialpad, or similar customer support platforms.

What Success Looks Like

• Customers receive timely, professional support and understand the next steps.
• Diagnostic recommendations are accurate, evidence-based, and clearly documented.
• Assigned cases progress consistently, with dependable follow-up through resolution.
• Warranty matters are handled fairly and consistently within company guidelines.
• Recurring technical concerns are communicated to help improve product quality and customer experience.
• Individual performance contributes to team goals for responsiveness, customer satisfaction, case resolution, and documentation quality.