Technical Support Representative

Job Description

Job Description

About Us:

Founded in 1966, Niterra North America, Inc. (formerly NGK Spark Plugs) is the world leader in technology, innovation, and world-class quality in the design of spark plugs and oxygen sensors. Today, that tradition continues as we transform our organization's portfolio, expand our core ceramic technologies, explore capabilities beyond traditional areas, and challenge ourselves to develop solutions and services that leverage technology to address social issues while contributing to a sustainable society.

Summary:

The Technical Support Representative is responsible for providing technical customer support, education, and guidance while troubleshooting and resolving technical issues for a diverse customer base, including warehouse distributors, jobbers, dealers, and race teams. Based at our North American Headquarters in Wixom, Michigan, this role manages warranty, labor, damage, and counterfeit product claims and supports the sales team with technical expertise and documentation. The ideal candidate brings strong automotive and engine technology knowledge, excellent customer service skills, and an interest in the motorsports landscape.

Classification: Salary, Non-Exempt

Work Model: Hybrid

Responsibilities:

• Deliver technical customer support, education, and guidance while troubleshooting and resolving technical issues.
• Analyze damage and labor claims, and communicate findings and results to customers.
• Manage technical claims for a diverse range of customers, including warehouse distributors (WDs), jobbers, dealers, and race teams, through direct and indirect communication via phone and email.
• Guide warranty, labor, damage, and counterfeit product claims through the claims process.
• Assist sales associates with technical questions and support as needed.
• Support the development and creation of technical sales documentation.
• Contribute to OE warranty activities and related initiatives as needed.
• Communicate lost sales opportunities, including missing products and application or content gaps, to management.
• Handle administrative duties and special projects as directed by management.
• Complete all other job-related tasks as assigned.
• Adhere to all company policies and procedures as applicable.

Qualifications:

• 4+ years of professional experience in the automotive industry.
• High school diploma or GED required.
• Strong knowledge of automotive technology, specifically internal combustion engines and engine control systems.
• Strong interpersonal and relationship-building skills.
• Excellent telephone, email, and customer service etiquette.
• Ability to listen to and understand customer concerns and respond with appropriate solutions.
• Excellent verbal and written communication skills.
• Proficiency with Google Workspace and Microsoft Excel.
• Familiarity with social media platforms and tools, including Facebook, Instagram, and X (formerly Twitter).
• Knowledge of the motorsports landscape and fan engagement events.
• Motorsports experience or background preferred.
• ASE certifications related to automotive parts and repair preferred.
• Technical writing skills preferred.
• Multilingual skills, particularly Spanish, preferred.

Physical Requirements & Work Environment:

This role requires lifting up to 25 pounds and working around normal office hazards.

What We Offer:

• Comprehensive Health Benefits: Medical, dental, vision, and life insurance.
• Financial Security: Short-term and long-term disability coverage.
• Retirement Savings: 401(k) plan with a generous company match of up to 6%.
• Time Off: Generous paid time off, including vacation, sick leave, and holidays.
• Work-Life Balance: Paid maternity and paternity leave.
• And much more!

Equal Employment Opportunity Statement:

Niterra is an equal opportunity employer committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

Notice to Staffing Firms:

Niterra does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or other payments related to unsolicited resumes or CVs, except as required by a written contract between Niterra and the recruitment agency or party requesting payment of a fee.

California Privacy Notice:

If you are a California resident, please review our CCPA Notice to learn more about how we collect personal information from applicants and the purposes for which that information is used.