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Technical & Warranty Support Specialist

4 months ago

Poway, United States thyssenkrupp Full time

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.

You are the primary point of contact for customers with technical questions about our products or those needing warranty support. Your knowledge coupled with your professionalism and friendly attitude will help us provide 1st class technical support and advice to our customers.

In this role you will be focused on:

  • Providing technical, warranty, and sales support for BILSTEIN products in the automotive aftermarket.
  • Assisting customers via phone and email with fitment/application questions, installation issues/troubleshooting, warranty requests, and hardware replacements, as well as general questions.
  • Performing data entry and order entry, generating repair and re-valve orders.
  • Investigating and providing data, in support of resolving customer satisfaction issues.
  • Communicating with consumers and product distributors on the progress of warranty evaluations and/or warranty replacement products.
  • Documenting inquiries using CRM or similar software.
  • Determining warranty eligibility based upon origin of purchase, usage, installation procedure with respect to general terms of warranty policy.
This role is highly customer facing and the most successful individuals in this position are able to quickly move between tasks, keep a cool head, keep a positive outlook when interacting with customers, and of course love the automotive industry

Willing to work fully remotely OR located near one of our offices in San Diego, CA or Mooresville, NC. Willing to work pacific time (PT) business hours.
  • 3 - 5 years of technical automotive experience.
  • Ability to read/understand engineering drawings.
  • Strong English communication skills (verbal and written).
  • Strong customer service skills (verbal and written) and ability to be on the phone with customers the majority of the day. High incoming call volume.
  • Ability to thrive in a fast-paced team-oriented environment, remain cool and collected, apply critical thinking principles, and remain flexible.
  • Strong organizational skills, attention to detail, and accuracy.
  • Ability to multitask on the phone and email while looking up system information.
  • Computer and menu driven software navigation skills; Microsoft Office, (Word, Excel, Outlook) required; SAP/Oracle experience preferred.
Bilstein has great benefits to offer
  • A state-of-the-art OE manufacturing plant with a strong focus on safety and cleanliness.
  • Multiple competitive Health, Dental & Vision Coverage options.
  • 401K matching program.
  • Paid time off + 13 paid holidays.
  • Paid volunteer hours.
  • Tuition reimbursement program.
  • Gym reimbursement.
  • Company-paid short-term disability and life insurance.
  • Internal growth opportunities.
  • Employee Assistance Program (EAP).
  • Discounted BILSTEIN products.