Warranty Specialist & Technical Support

Atlas Carts; Williston (SC); On-site; USD 42,000 - 65,000; Full time

Job summary

Atlas Carts is seeking a Warranty Specialist & Technical Support Level 1, onsite at the Atlas Carts Manufacturing Facility. The role focuses on front-line dealer and customer inquiries, warranty administration, issue intake, parts identification, and service coordination.

This entry-level to developing technical position emphasizes structured training, product knowledge, and hands-on exposure to Atlas vehicle systems, with escalation to Level 2 as needed.

Qualifications

• 4-year degree preferred, but not required. Equivalent hands-on mechanical, technical, or automotive/powersports industry experience will be strongly considered and accepted in lieu of a formal degree.
• 1-3 years of customer support, mechanical, electrical, automotive, golf cart, UTV, powersports, or related experience preferred. Entry-level candidates with strong technical aptitude and relevant training may be considered.
• Basic understanding of mechanical and low-voltage electrical systems. Familiarity with multimeters, wiring diagrams, lithium batteries, or BMS systems is preferred; willingness and ability to learn are required.
• Strong data-entry and general computer skills. Familiarity with Excel, Google Sheets, Google Slides, CRM, ERP, or ticketing systems is preferred.

Responsibilities

• Receive calls and emails, create accurate service tickets, categorize symptoms, and collect required information.
• Use troubleshooting guides and service manuals to resolve routine mechanical and electrical concerns; escalate complex issues with documentation.
• Review warranty submissions for completeness and process routine claims per policy.
• Identify replacement parts using diagrams and coordinate fulfillment with shipping and internal teams.
• Participate in structured training and learn vehicle systems and testing methods.
• Provide clear, patient instructions for routine diagnostic and repair steps by phone, email, or video; escalate complex decisions to Level 2.

Skills

Customer support

Mechanical aptitude

Electrical systems

Communication

Data entry

Education

4-year degree or equivalent hands-on experience

Tools

CRM software

ERP software

Ticketing systems

Multimeters

Wiring diagrams

Lithium batteries

Job description

Warranty Specialist & Technical Support

Technical Support Level 1

Location: On-site - Atlas Carts Manufacturing Facility

Job Type: Full-time

Compensation: Depends On Experience

Reports To: Technical Service Manager

Travel: Less than 5%

FLSA: Status Hourly

Position Overview

Atlas Carts is a rapidly growing manufacturer of premium electric golf carts utilizing advanced LiFePO4 battery technology. The Technical Support & Warranty Specialist - Level 1 provides front-line support for routine dealer and customer inquiries, warranty administration, issue intake, parts identification, and service coordination. The role is designed for a developing technical professional who will build product knowledge through structured training, documented troubleshooting procedures, and hands-on exposure to Atlas vehicle systems. Complex issues are escalated to the Level 2 representative or designated service leader.

Essential Duties and Responsibilities

• Issue Intake and Documentation: Receive calls and emails, create accurate service tickets in Odoo or another designated system, categorize symptoms, and collect required information such as serial numbers, photos, diagnostic readings, and test results.
• Routine Troubleshooting: Use approved troubleshooting guides, service manuals, and standard diagnostic steps to resolve common mechanical and electrical concerns. Escalate unresolved, safetyrelated, or nonroutine issues with complete documentation.
• Warranty Administration: Review warranty submissions for completeness, validate required documentation against company policy, process routine claims, and maintain accurate claim and resolution records.
• Parts Identification and Fulfillment Coordination: Use parts diagrams and product documentation to identify replacement parts and coordinate with shipping, receiving, and internal teams for accurate fulfillment.
• Product Knowledge Development: Participate in structured training and spend time on the production floor learning vehicle assembly, wiring, component operation, testing methods, and common failure modes.
• Dealer and Customer Support: Provide clear, patient instructions for routine diagnostic and repair steps by phone, email, or video. Refer advanced coaching or complex technical decisions to Level 2 support.
• Service Documentation Support: Use existing service bulletins, repair procedures, and FAQs; identify unclear or missing information and provide feedback to the Level 2 representative for updates.
• Reliability Feedback: Document recurring symptoms and field observations accurately so senior technical personnel can evaluate trends and potential corrective actions.
• CrossFunctional Coordination: Share complete service information with operations, engineering, sales, quality, and suppliers as directed. Support followup activities rather than independently leading technical resolution.
• Limited Field Support: When assigned and accompanied or directed by senior personnel, assist with dealer or customer visits, product inspections, repairs, and training.
• Customer Experience: Maintain professional communication, strong followthrough, and a positive company image from initial contact through closure.

Qualifications

• Education: 4year degree preferred, but not required. Equivalent handson mechanical, technical, or automotive/powersports industry experience will be strongly considered and accepted in lieu of a formal degree.
• Experience: One to three years of customer support, mechanical, electrical, automotive, golf cart, UTV, powersports, or related experience preferred. Entrylevel candidates with strong technical aptitude and relevant training may be considered.
• Technical Aptitude: Basic understanding of mechanical and lowvoltage electrical systems. Familiarity with multimeters, wiring diagrams, lithium batteries, or BMS systems is preferred; willingness and ability to learn are required.
• Computer Skills: Strong dataentry and general computer skills. Familiarity with Excel, Google Sheets, Google Slides, CRM, ERP, or ticketing systems is preferred.

ATLAS CARTS | JOB DESCRIPTION

This job description summarizes the primary duties and qualifications of the position and may be revised based on business needs. Atlas Carts is an equal opportunity employer.

• Communication: Clear, professional verbal and written communication skills, with the patience to explain standard procedures to individuals with varying technical experience.
• Work Style: Organized, dependable, curious, receptive to coaching, and able to follow documented procedures while recognizing when escalation is required.
• Driver's License: Must possess and maintain a current, valid driver's license. Physical Requirements and Working Conditions
• Able to lift and carry up to 50 pounds.
• Comfortable using standard hand tools, multimeters, and diagnostic equipment after training.
• Able to safely testdrive golf carts on company property and, when assigned, at field locations.
• Work is performed in both a climatecontrolled office and an active manufacturing or service environment.
• Occasional travel may be required, generally up to 20%, based on business needs.

Core Competencies

Front-line support | Warranty coordination | Routine troubleshooting | Accurate documentation | Customer service | Escalation judgment | Continuous learning