A Tech Line Specialist for Dorman Products assists professional technicians, counter personnel and DIY installers with trouble shooting of various automotive systems/parts via phone, web chat and email.
Responsibilities and Essential Duties
* Techline phone support (average 60-70 calls per day) * Web chat support (average 8-10 chats a day) * Email support (Average 15-20 emails per day) * Follow up with cross functional teams with quality issues and application discrepancies * Follow up with tech calls - see how the fix went - closure * Collect and post a library of technical information for the web - further develop ON LINE Technical Information, i.e. address most common issues (FAQ) * Solicit new product ideas, collect and enter ideas and contact information into New Product database * After resolving tech calls, identify good candidates for Dorman's Advisory Council * Continuous training on all of Dorman's new products and categories through New Product Announcements and Dorman University etc. * Organize, attend and present technical information for local customer meetings * Research for new OEM exclusive product ideas (internet forums, blogs etc.) * Assist in the creation and editing of product instructions
* 3 plus years as an automotive technician or counter person * Experience in a team-oriented atmosphere is a plus * Excellent written and verbal communication skills * Ability to multi-task * Experience in Microsoft Office Suite and Access is preferred
Physical Requirements: Capability to lift 50 pounds. Working Conditions: While performing the duties of this job, the employee is regularly required to reach, swivel, carry items from one building to another, and speak and actively listen. Noise level is usually moderate.
Dorman Products, Inc. is an equal opportunity employer; we value a combination of ideas, perspectives and cultures. EEO/AA Employer M/F/D/V. www.DormanProducts.com
* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.