Automotive Technician and Training Specialist - English and Spanish speaking

Position: Automotive Technician Support and Training Specialist - English and Spanish speaking
The Automotive Technician Support and Training Specialist is responsible for supporting and training our customers in the USA and Canada for assigned aftermarket products. You will serve as technical hotline support and plan and deliver technical training for our aftermarket products.

Your role will be to support and guide our customers over the phone or email, through troubleshooting and diagnostic methods, to ensure proper usage of our products. Additionally, you will support our Sales organization during trade shows and customer events and work closely with Marketing, Sales, and Product Management teams to help develop training materials and videos that provide customers with flexible, accessible resources.

Training is delivered through multiple methods and platforms, so this role will be expected to conduct engaging, effective sessions both in person at customer locations and through virtual webinar formats.

The Technician Support and Training Specialist is part of a global team and reports to the Global Field Operations Manager.

** General Responsibilities*
* +  Collaborate with new and existing customers, distributors, and internal personnel

+  Provide, via phone and/or e-mail, all aspects of technical support for assigned products

+  Organize the Field Sales team in all custom development projects when necessary

+  Collaborate with the customer and the sales manager / engineering, distributing technical information when available to all relevant parties, or other activities as needed

+  Organize marketing and engineering in maintaining and improving all technical documentation, both print and digital, and provide feedback whenever possible as to potential improvements in either

+  Key participant the overall products return process for all technical related returns from assigned products in the designated region

+  Organize all regional prospecting activities for assigned products with regards to identifying account potential based on technical reviews of website information, products brochures, etc., as needed

+  Maintain a comprehensive record within company database of all technical calls received

** Experience / Qualifications*
* +  A university degree required (i.e. Bachelors degree) or equivalent relevant work experience.

+  Must be a team player able to work in a fast-paced environment with demonstrated ability to handle multiple competing tasks and demands

+  Strong communication skills; oral, written and presentation

+  Strong organization, planning and time management skills to achieve results

+  Strong personal and professional ethical values and integrity

+  Holds self-accountable to achieving goals and standards

+  Proficient in Microsoft Office programs (Outlook, Word, PowerPoint, and Excel)

+  Strong interpersonal & collaboration skills to work effectively with all levels of the organization including suppliers and/or external customers

# General Responsibilities

+ Provide technical support via telephone, email, and in-person for customers on assigned aftermarket product lines

+ Deliver top‑level customer service by efficiently and thoroughly handling inquiries related to technical aspects of our aftermarket products (e.g., sensor programming, installation, mobile app use)

+ Collaborate with other customer support teams to communicate and escalate customer issues promptly

+ Ensure customer satisfaction by delivering effective training sessions onsite or online

+ Attend and participate in trade shows and customer events as needed

+ Provide regular feedback to the global Aftermarket Technical Team regarding product issues and opportunities for improvements in training and tools

+ Proactively prepare and update training documents and validate technical content for Marketing and Communications

+ Record training videos as required

+ Create, translate, and update educational content for e‑training platforms, training websites, and presentations

+ Support Engineering and Product Management with research, validations, performance testing, benchmarking, and tool maintenance

+ Support Product Management by translating Voice of Customer and competitive insights into prioritized product roadmaps

+ Maintain…