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:
Answering calls and emails to provide technical support for Bilstein products within the aftermarket
Assisting end users via phone and email in regards to fitment questions, installation issues and troubleshooting as well as general application recommendations.
Investigating and providing data, in support of resolving customer satisfaction issues.
Assisting customers with securing proper product information and availability to maximize sales capabilities and maintain positive relationships.
Documenting inquiries using CRM or similar software.
Performing data entry and order entry, generating repair and re-valve orders.
Communicating with consumer and product distributors on the progress of warranty evaluations and/or warranty replacement products.
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 we find the most successful individuals in this position are able to quickly move between tasks, are able to keep a cool head, are able to 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 central time (CT) business hours and the flexibility to occasionally work either eastern or pacific business hours as needed for coverage.
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.
3 - 5 years of customer service/technical support experience.
Strong automotive industry experience and general knowledge of suspension and dampening systems.
Strong organizational skills, attention to detail, and accuracy.
Ability to multitask on the phone and email while looking up system information.
Proficient with MS Office (Outlook, Word, Excel and PowerPoint).
Very strong English communication skills (verbal and written)
SAP experience a plus.
About thyssenkrupp Bilstein
thyssenkrupp Bilstein of America, Inc. is a world class manufacturer of suspension solutions headquartered in Hamilton, OH with locations in San Diego, CA and Mooresville, NC. In 1954, Bilstein revolutionized damping technology and since that time has taken the world by storm in motorsport racing. From off-road and rally world championships to titles at most of the important 24-hour and Formula 1 races, Bilstein continues to lead the field. The world‘s leading automobile brands trust Bilstein for a reason – our technologies and quality set the highest standards. Each development is a new milestone and represents the pioneering spirit of Bilstein, an essence which manifests itself in every product we manufacture. Our employee's are passionate about what they do, our product is world class, and we invite you to apply to join our all-star team today!
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