Tech Support Representative

The Technical Support Specialist at Moveras LLC delivers technical assistance to installers, repair facilities, distributors, and customers regarding Moveras remanufactured transmissions. The role focuses on diagnosing performance concerns, directing troubleshooting and installation steps, and supporting warranty-related case resolution from first contact through closure.

Key Responsibilities

• Provide technical support by phone, email, and online channels for transmission installation, operation, diagnosis, and repair.
• Collect and review vehicle and transmission information, including transmission identification, installation history, symptoms, diagnostic trouble codes, test results, and supporting documentation.
• Lead repair professionals through structured troubleshooting to help separate 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 next steps in line with company policies and authorization limits.
• Recommend field repair options, additional testing, escalation, or return evaluation based on diagnostic evidence and established procedures.
• Manage assigned cases through resolution, including progress updates and follow-up on outstanding information and commitments.
• Maintain accurate, complete, and timely case documentation in HubSpot, covering diagnostic steps, customer communications, decisions, and outcomes.
• Use Dialpad and other support tools to handle customer interactions and support team service goals.
• Escalate complex technical concerns and sensitive customer issues with a clear summary of findings and actions taken.
• Report recurring failure patterns, installation concerns, and customer feedback to the Technical Support, Quality, and Manufacturing teams.
• Participate in training, knowledge sharing, and continuous 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 with the ability to determine logical next steps from available evidence.
• Clear verbal and written communication skills, including explaining technical information by phone.
• Professional, patient approach when working through 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.
• Experience supporting installers, repair facilities, distributors, or dealership service departments.

Technologies

• HubSpot
• Dialpad

Success Metrics

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

Role Details

• Location: Phoenix, AZ (onsite)
• Compensation: USD 26 - 34 per hourly
• Education: High school diploma or equivalent