Technical & Warranty Support Specialist

thyssenkrupp Bilstein of America, Inc. is a world class manufacturer of suspension solutions headquartered in Hamilton, Ohio USA. thyssenkrupp Bilstein of America supplies products to a wide range of Original Equipment Automotive Manufacturers as well as Aftermarket and Motorsports customers. Our Aftermarket operations are based out of Poway, CA and our Motorsports operations are based out of Mooresville, NC.

For decades, the name BILSTEIN has been synonymous with high tech in suspension design, driving comfort, and safety. In order to expand this position BILSTEIN became a division of thyssenkrupp Technologies AG in 1988, and a wholly owned subsidiary in 2005. This partnership has enabled us to continue the BILSTEIN tradition of excellence.

The Technical & Warranty Support Specialist works under general guidance to provide technical, warranty, and sales support for BILSTEIN products in the automotive aftermarket. This position deals with a high volume of emails and phone calls with consumers and distributor customers.

This role includes periodic on-site work at our Poway, CA facility.

Essential Duties and Responsibilities:

• Maintains a safe working environment by complying with all safety and environmental policies in the workplace. Advocates for and promotes a safe work environment by reporting Near Misses and/or other safety and environmental hazards, wearing all required PPE and encouraging others to do the same.
• Provides technical, warranty, & sales support for BILSTEIN products in the automotive aftermarket.
• Assists different types of customers via phone and email with fitment/application questions, installation issues/troubleshooting, warranty requests, and hardware replacements, as well as general questions.
• Researches and provides data to customers to ensure customer satisfaction.
• Assists Bilstein Technical Center (BTC) consumers and automotive shops with proper product information and availability updates to maximize sales potential and maintain positive consumer/customer relationships.
• Coordinates warranty/non-warranty service repairs with the BTC; tracks progress and updates consumers on status. Updates status in Hub Spot (CRM).
• Documents shock and hardware replacements (warranty & non-warranty), warranty deposits and service repairs using the Hub Spot CRM or similar software.
• Determines warranty eligibility based upon origin and proof of purchase, usage/application and installation procedure in accordance with our warranty policies and general terms and conditions.
• Communicates warranty evaluation updates and results as well as warranty replacement options to consumer and distributor customers.
• Assists with providing internal and external customers with technical and sales support.
• Enters and processes SAP orders for BTC service, warranty deposits, warranty shock and hardware replacements.
• Provides the Quality Control (QC) department with feedback on product and reliability concerns. Documents any concerns in Hub Spot.
• Communicates effectively and efficiently with internal and external stakeholders.
• Exhibits integrity through fair and ethical behavior in all activities; maintains accountability for performance.
• Ensures compliance and safety of all activities within the organization standards and policies.
• Performs all other duties and responsibilities as assigned.

Qualifications &

Experience:

• Three to five years of technical automotive experience.
• Experience providing technical training to others is beneficial.
• Ability to read/understand engineering drawings.
• Strong verbal and written customer service skills.
• Ability to maintain professional demeanor in challenging situations required.
• Experience with high phone call and email traffic.
• Proficient computer skills: typing, word processing, printing, etc.
• Computer and menu driven software navigation skills;
  Microsoft Office, (Word, Excel, Outlook) required; SAP/Oracle experience preferred.
• Ability to work on-site at our Poway, CA facility at least once per week.
• Ability to switch between priorities and tasks easily.
• Self-motivated, highly organized with ability to work independently as well as part of a team.
• Strong attention to…