Responsible for providing day to day automotive technical services and assistance to customers, regarding product performance and fitment issues. Provide diagnostics, maintenance advice, specifications, and installation tips. Utilizes multiple sources of troubleshooting information to resolve customer issues and prevent them by creating instructions and bulletins. Manage the claim process, ensuring the proper process are followed and communicated.
RESPONSIBILITIES AND DUTIES
Provide technical assistance to customers on all Premium Guard products.
Provide troubleshooting assistance to customers via phone, email, and web.
Escalate necessary issues to Product Managers and/or Engineering for direction or resolution.
Understand all current products and attend all new product training.
Works internally with sales force, product management, and other departments to ensure customer satisfaction.
Assists customer service staff with technical and/or complex customer service problems.
Create technical bulletins and installation instructions.
Opens and closes claims, communicating with the customer throughout the process.
QUALIFICATIONS AND SKILLS
ASE certified in general vehicle service categories or demonstrated equivalent work experience.
Customer support or call center experience a plus.
Must possess troubleshooting and problem-solving skills.
Must have excellent oral and written communication skills.
Must be fluent in English; prefer Spanish and/or French languages ability.
Strong proficiency with Microsoft Office suite.
High school diploma or GED required.
About Premium Guard
Since 1996, Premium Guard Inc. (PGI) has been focused on designing, manufacturing and distributing products for automotive, diesel, power-sports and specialty filter markets. Its product line includes oil filters, air filters, cabin filters, fuel filters and transmission filters for automobiles and trucks. Our business model offers efficiency and quality that has facilitated tremendous growth for our customers and business. In the last two decades, PGI has been involved in the manufacturing evolution of the automotive aftermarket in Southeast Asia. PGI is ranked as a pioneer in establishing partnerships and alliances with leading manufactures in Korea, Taiwan, China, Indonesia, Thailand, Vietnam and Malaysia. When it comes to the aftermarket, PGI places the most emphasis on quality. Fit, form and function must exceed all specifications set by the original equipment maufacturers. PGI is committed to a product that meets or exceeds OEM standards on all levels of performance and functionality. PGI has formed global alliances and partnership that allow the quality of product while maintaining competitive costs. Our QC engineers validate quality throughout the PGI supply chain with syst...ematic auditing and testing procedures. Quality is built into all of our products, originating with components and raw materials, carrying through with manufacturing best practices, quality assurance testing and on-the road performance assessments. With close to 2,000 filtration part numbers for automotive, light truck, and heavy-duty applications, in addition to a tradition of product development, design, and customer service, PGI is positioned to continue its leading role in the aftermarket.