Technical Support Specialist

Job Details Job Location: Atlanta Office/Warehouse - Flowery Branch, GA 30542 Position Type: Full Time Job Category: Automotive Position Summary The Automotive Quality & Technical Support Specialist serves as a key technical resource for Test Rite Products Corp., supporting customers, warehouse operations, product quality, and warranty/returns processes. This role provides expert assistance with automotive fitment and technical issues, ensures accuracy and quality of incoming and outgoing products, and serves as an escalation point for complex customer and product concerns. The position also supports continuous improvement, team development, and communication with internal teams and suppliers to maintain high standards of customer service and product quality. Customer Service & Technical Support Serve as the primary point of contact for inbound customer calls and emails, covering both B2B accounts and end consumers. Answer part fitment, application, and cross-reference questions using catalog systems (ACES/PIES data, OE cross-reference tools) and vehicle specifications. Diagnosing and resolving complex technical issues — installation problems, noise/vibration/handling complaints, air suspension and electronic module concerns, and suspected product performance failures — often working through the problem in real time with a technician. Own the returns, warranty, and claims process end to end — intake, technical review, disposition, credit or replacement authorization, and customer follow-up. De-escalate difficult situations and drive issues to resolution, coordinating with sales, warehouse, and supply chain as needed. Escalate product and engineering concerns internal stakeholders and overseas suppliers with clear, evidence-backed documentation (photos, part numbers, VIN and application data, failure descriptions). Quality Assurance & Warehouse Support Act as the on-floor technical resource for the warehouse team on part identification, application questions, and packaging or labeling questions. Verify that outbound orders ship correctly — correct part numbers and quantities, correct brand and private-label packaging, correct labeling and barcodes, and all included hardware and documentation. Conduct inbound receiving inspections on incoming container and supplier shipments; identify packaging defects, labeling errors, damage, and non-conforming product before it enters sellable inventory. Report recurring product quality and warranty trends to management and to IMA Group products and sourcing teams. Partner with the warehouse on inventory accuracy, cycle count discrepancies, and the physical handling of returned and quarantined products. Support new product introductions by reviewing packaging, branding, labeling, and catalog data for accuracy prior to launch. Leadership & Continuous Improvement Set the standard for service quality and act as the escalation point and technical mentor for customer service staff as the team grows. Build and maintain internal reference materials — FAQs, troubleshooting guides, fitment notes, and technical bulletins. Identify recurring customer pain points and recommend process, catalog data, packaging, or product improvements. Contribute to service-level and quality metrics, and report on performance against them. Other tasks may be assigned based on business needs QualificationsPosition Summary The Automotive Quality & Technical Support Specialist serves as a key technical resource for Test Rite Products Corp., supporting customers, warehouse operations, product quality, and warranty/returns processes. This role provides expert assistance with automotive fitment and technical issues, ensures accuracy and quality of incoming and outgoing products, and serves as an escalation point for complex customer and product concerns. The position also supports continuous improvement, team development, and communication with internal teams and suppliers to maintain high standards of customer service and product quality. Customer Service & Technical Support Serve as the primary point of contact for inbound customer calls and emails, covering both B2B accounts and end consumers. Answer part fitment, application, and cross-reference questions using catalog systems (ACES/PIES data, OE cross-reference tools) and vehicle specifications. Diagnosing and resolving complex technical issues — installation problems, noise/vibration/handling complaints, air suspension and electronic module concerns, and suspected product performance failures — often working through the problem in real time with a technician. Own the returns, warranty, and claims process end to end — intake, technical review, disposition, credit or replacement authorization, and customer follow-up. De-escalate difficult situations and drive issues to resolution, coordinating with sales, warehouse, and supply chain as needed. Escalate product and engineering concerns internal stakeholders and overseas suppliers with clear, evidence-backed documentation (photos, part numbers, VIN and application data, failure descriptions). Quality Assurance & Warehouse Support Act as the on-floor technical resource for the warehouse team on part identification, application questions, and packaging or labeling questions. Verify that outbound orders ship correctly — correct part numbers and quantities, correct brand and private-label packaging, correct labeling and barcodes, and all included hardware and documentation. Conduct inbound receiving inspections on incoming container and supplier shipments; identify packaging defects, labeling errors, damage, and non-conforming product before it enters sellable inventory. Report recurring product quality and warranty trends to management and to IMA Group products and sourcing teams. Partner with the warehouse on inventory accuracy, cycle count discrepancies, and the physical handling of returned and quarantined products. Support new product introductions by reviewing packaging, branding, labeling, and catalog data for accuracy prior to launch. Leadership & Continuous Improvement Set the standard for service quality and act as the escalation point and technical mentor for customer service staff as the team grows. Build and maintain internal reference materials — FAQs, troubleshooting guides, fitment notes, and technical bulletins. Identify recurring customer pain points and recommend process, catalog data, packaging, or product improvements. Contribute to service-level and quality metrics, and report on performance against them. Other tasks may be assigned based on business needs #J-18808-Ljbffr