Essential Job Duties:

Assisting customers on the telephone with any inquiry they may have regarding technical or warranty concerns they may have

Provide technical service to customers, dealers, and field technicians for the products and services sold by ATK North America

Primarily diagnose, troubleshoot, and recommend field repairs regarding “internal engine” failures

Under minimal supervision, provide technical support to the ATK customer base on a variety of automotive related repairs, by use of telephone, internet, email, and written communication consistent with the objectives and policies set forth by the department.

Notifies customer and designated personnel of findings, adjustments, and recommendations such as denied or approved warranty, payment of a claim, credit of customer’s account, or adjustment of customer’s bills

Recommends to management improvements in product, packaging, shipment methods, service, or billing methods and procedures to prevent future complaints of similar nature

Contact customers as a follow up to ensure customer satisfaction, as required

Keys information into computer to obtain computerized records

Maintain a safe and clean work environment (5S Program)

Be familiar with ATK’s Code of Safe Work Practices.

Be familiar with ATK internal Policies, values, and ATK Quality Policy

Be aware of his/her process/sub process and know related procedures

Provide quality customer service according to product support procedure (P0583001)

Maintain performance indicators in acceptable levels

Answer all calls promptly and courteously

Education & Experience: GED, 2 years Automotive Technical School and 5 years automotive repair experience; or 10 plus years automotive repair experience. Must be familiar with diagnostic and repairs of internal combustion engines.

Knowledge/Skills/Abilities: Computer skills, ability to communicate effectively with customers, ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.

Essential Physical Demands/Work Environment:

This position requires extended periods sitting in a cubicle setting

Must have the ability to work under conditions of frequent interruptions and be attentive to details.

Working with a computer terminal and other electronic devices.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.