Warranty & Technician Services Specialist

Job Description

Job DescriptionDescription:

POSITION SUMMARY:

Join our team as a Technical Services Support Specialist and play a critical role in troubleshooting and supporting mobility vehicle solutions. Your expertise in vehicle electrical systems, diagnostics, and warranty processes will help ensure top-tier customer support and product reliability. As the first point of contact for Tech Support Specialists, this role assists with current and legacy product issues, and parts inquiries. Responsibilities include troubleshooting, warranty claims processing, and improving technical service consistency using data analysis and quality control methods.

Candidates must have knowledge of vehicle electrical systems, diagnostics tools, and troubleshooting procedures, with experience in mobility conversions, wheelchair-accessible vehicle lifts, and diagnostic software preferred.

JOB FUNCTIONS:

• Process warranty claims by reviewing information from dealers and repair facilities in alignment with company policies
• Provide technical support to dealers, repair facilities, and end-users via email and phone
• Make independent product application decisions to ensure customer satisfaction
• Maintain working knowledge of OEM/Aftermarket automotive technology relevant to Vantage Mobility products
• Act as a technical resource for internal teams and external service providers
• Contribute to the development of training materials for technicians and repair locations
• Support warranty parts return and supplier recovery efforts
• Improve processes to maximize warranty recovery for both material and labor
• Ensure professional and effective communication in resolving warranty concerns

KNOWLEDGE, SKILLS & ABILITIES:

• Strong problem-solving, communication, and organizational skills
• Experience with OE and aftermarket vehicle diagnostic tools (e.g., OBD-II scanners)
• Ability to guide and train technicians remotely
• Ability to read and interpret work orders, schematics, and instructions
• Proficiency with hand and power tools
• Experience handling multiple computer interfaces during phone-based interactions
• Ability to perform basic mathematical calculations

QUALIFICATIONS:

Required:

• Automotive repair experience (3+ years)
• Strong customer service skills (technical support or call center experience)
• Experience using diagnostic tools and troubleshooting vehicle electrical systems
• Ability to travel up to 5%annually

Preferred:

• Experience with Microsoft Office Suite, MAX, and Salesforce
• Knowledge of Vantage Mobility products, and mobility transportation parts

REQUIREMENTS:

• Case Resolution: Resolve standard warranty cases within 2 days; complex cases require extended coordination
• Aged Claims: Track and resolve 30+ day-old claims proactively
• Escalation Handling: Manage customer dissatisfaction, technical troubleshooting, and warranty disputes effectively
• Process Adherence: Follow established warranty and technical service procedures
• Collaboration: Work cross-functionally to improve service and recovery efforts
• Technical & Warranty Communication – Respond to warranty emails, inbound calls, and dealer/repair facility inquiries with clear and accurate technical guidance
• Technical Resource Support – Serve as a technical resource for internal teams and external service providers
• Training & Documentation – Assist in the development of training materials for technicians and field repair locations

COMPETENCIES:

• Customer Service Excellence – Professional, empathetic communication
• Technical Problem-Solving – Quickly assess and resolve product issues
• Process Efficiency – Follow structured support workflows and improve processes
• Time & Case Management – Prioritize and resolve cases efficiently
• Adaptability & Learning – Stay updated on new mobility product technologies and policies
• Collaboration & Teamwork – Partners with warranty, engineering, quality, and support teams to improve product reliability and service
• Attention to Detail – Reviews and processes claims, inquiries, and returns to ensure compliance and quality standards
• Problem-Solving & Decision-Making – Diagnoses technical issues, applies troubleshooting steps, and independently resolves warranty claims

CLOSING STATEMENT:

If you have a passion for automotive technology, troubleshooting, and customer service, we’d love to hear from you! Apply today to become part of a team that makes a difference in the mobility industry.

This job description outlines key responsibilities but is not all-inclusive. Additional duties may be assigned based on company needs. Vantage Mobility is an equal opportunity employer committed to diversity and inclusion. We recruit, hire, train, and promote individuals regardless of race, color, religion, national origin, age, gender, sexual orientation, gender identity, marital status, disability, veteran status, or any other status protected by law. If you require accommodation during the application process due to a disability, please call (602) 304-3288 for assistance.

Requirements: