Technical Service Support Specialist (Automotive Diagnostics & Customer Service)

Be Part Of A High-Performing Team

Join an established global leader in engine technology, power solutions, and industrial equipment, where customer satisfaction and technical excellence are essential to delivering reliable service. This organization supports a broad network of customers and service professionals through innovative products, responsive technical assistance, and continuous improvement.

This opportunity is part of a busy technical service support team responsible for assisting customers with equipment-related concerns, troubleshooting requests, and service inquiries. The team handles approximately 500 to 600 support tickets monthly, requiring strong customer service skills, effective communication, and the ability to manage competing priorities. Collaboration, problem-solving, and a commitment to timely resolution are central to the team's success.

What's In Store For You

• Work arrangement: Hybrid / Remote flexibility for local candidates based in or near Columbus, Indiana, with occasional onsite attendance as needed.
  

• Schedule: Monday through Friday, 40 hours per week, with flexible start and end times. The team's typical schedule is 6:00 AM to 3:00 PM Eastern Time.
  

• Overtime: Not generally expected. Any overtime offered is voluntary.
  

• Engagement: W2 only (no C2C/1099).
  

• Receive training on specialized technical applications, diagnostic procedures, and internal service systems.
  

• Apply automotive customer service experience while developing deeper technical troubleshooting expertise.
  

• Collaborate with experienced professionals in a customer-focused service environment.
  

How You Will Make An Impact

• Provide timely and accurate technical assistance for customers experiencing warranty and non-warranty service issues.
  

• Evaluate customer concerns, gather relevant equipment information, and coordinate appropriate diagnostic and repair recommendations.
  

• Manage approximately 20 or more service tickets daily while maintaining service quality, accuracy, and responsiveness.
  

• Develop practical troubleshooting plans using established procedures, diagnostic resources, and available service tools.
  

• Document customer interactions, troubleshooting activities, and repair outcomes in internal service management systems.
  

• Recognize complex technical issues and escalate them to specialized support teams with complete and accurate documentation.
  

• Collaborate with technicians, service personnel, and internal stakeholders to facilitate efficient issue resolution.
  

• Maintain familiarity with existing and newly introduced products, service procedures, and technical resources.
  

• Support improvements to service workflows, ticket management processes, and escalation procedures.
  

• Help customers understand available service capabilities, repair solutions, and relevant support programs.
  

Requirements

Do You Bring Proven Success In Automotive Customer Service And Technical Support?

• 2 to 3+ years of related professional experience in automotive customer service, dealership operations, service advising, automotive parts support, or a comparable customer-facing technical service environment.
  

• High school diploma or equivalent required; an associate degree or higher is preferred.
  

• Experience communicating with automotive customers, understanding service concerns, and coordinating appropriate solutions.
  

• Ability to manage a high volume of customer requests while maintaining accuracy, organization, and professional communication.
  

• Basic proficiency with Microsoft Office applications, including Outlook, Excel, and Word.
  

• Strong interpersonal skills, active listening, and a customer-first approach to problem resolution.
  

• Ability to interpret customer complaints, gather relevant information, and follow established troubleshooting procedures.
  

• Strong documentation skills and attention to detail when maintaining service records and tracking issue resolution.
  

• Willingness to learn specialized diagnostic software, electronic service tools, and internal technical support applications.
  

• Proven ability to collaborate with other support professionals and escalate complex situations appropriately.
  

• Comfortable working independently in a fast-paced environment with multiple competing priorities.
  

• Previous dealership service advisor, automotive parts counter, or automotive technical customer support experience is particularly desirable.