
Customer Support Engineer
1 day ago
Job description
First Brands Group, LLC is the parent company of many of the automotive industry's most recognizable OEM and Aftermarket brands. First Brands Group is a privately held organization and leader in automotive repair and maintenance products. Headquartered in Cleveland, Ohio with operations found around the globe, we are a team of professionals dedicated to building profitable, enduring growth among all our customers.
We have an immediate opening for a Customer Support Engineer (Automotive products) The primary function of this role is to drive customer satisfaction by corresponding with technicians, parts staff, and consumers by phone, e-mail, and live chat on matters such as cataloging, product specifications, troubleshooting mechanical difficulties, and other diagnostic inquiries.
Essential Duties & Responsibilities
- Answer customer queries on technical or troubleshooting aspects of water, fuel, wiper, filter, brakes, lift supports & ignition products to include but not limited to the use of telephone, Live Chat messaging, email and other various technology.
- Capture full call details & resolution using call handling database.
- Utilize OE and Aftermarket Service Information Websites for assisting customers with diagnostic inquiries.
- Maintain and work with in assigned department metrics.
- Assist with supporting customers and documenting data for market analytics.
- Help customers trouble-shoot technical situations and provide solid technical advice.
- Develop strong product knowledge on Trico Group products and uses
- Develop expertise on company systems and resources to accurately locate answers to questions and drive continuous system improvements.
- Other duties and projects as assigned.
Education, Experience, and Skills
- Mechanical/ Production Engineering degree.
- Strong automotive knowledge required mechanic or technician work experience
- Experience with Tier 1 suppliers, original equipment (OE) manufacturers, or major car service dealerships will be considered an advantage.
- Proficient keyboarding skills required
- Proficiency in using basic computer programs like excel and other database tools
- Excellent communication skills with a high level of English proficiency. While not mandatory, IELTS or TOEFL certification is considered a plus.
- Possess skills in on-line database platforms.
- Ability to multitask and monitor multiple forms of communications while working on multiple computer screens and programs.
- Be hardworking and motivated
- US time zone : 5.30 pm. It works from the office.
- Available to work one part-time Saturday per month
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