Associate Technical Support Representative

MAGNAFLOW•Oceanside, CA

1d•$22 - $26•Onsite

About The Position

As a TSR, you will be providing front-line support for product installation, fitment confirmation, selection guidance, and general technical inquiries—while documenting interactions in the CRM and creating cases when deeper investigation is needed. You will also build on that foundation by independently troubleshooting more complex issues, translating customer symptoms into clear diagnostic steps, and driving technical cases through resolution with proactive updates. You’ll partner with Engineering and Catalog/Product teams to clarify product details, capture recurring issues, and improve guidance that helps reduce repeat technical inquiries.

Requirements

2 - 3+ years of automotive technical support, installer/shop experience, diagnostics, parts counter, or service advising experience with demonstrated troubleshooting capability.
Strong problem-solving skills with the ability to diagnose issues from incomplete information and guide customers to resolution.
Advanced communication skills: able to translate technical details into clear customer-friendly steps and set expectations confidently.
Working knowledge of exhaust product fundamentals and fitment considerations (or proven ability to learn quickly).
Proficiency in CRM case workflows: accurate documentation, prioritization, follow-up discipline, and clean case closure.
Demonstrated ability to provide proactive updates and reduce customer effort (clear next steps, timeframes, and ownership).

Nice To Haves

Experience collaborating with Engineering or Catalog/Product teams on case resolution or documentation updates.
Comfort reading installation diagrams, specifications, or technical bulletins.
Bilingual English/Spanish.

Responsibilities

Assist customers with product inquiries including installation basics, fitment confirmation, correct product selection, and general product questions.
Handle complex technical inquiries (installation troubleshooting, fitment discrepancies, product selection edge cases, and warranty-related guidance) with strong ownership and follow-through.
Create and manage detailed CRM tech cases: vehicle details, symptoms, diagnostics attempted, evidence gathered (photos/video), and recommended next steps.
Use product documentation, install guides, and fitment tools to identify root causes and provide clear corrective guidance.
Communicate with Engineering and Catalog/Product teams on product updates, known issues, and case escalations; capture outcomes back into the case record.
Provide proactive customer updates with clear expectations, especially when awaiting internal feedback or further investigation.
Identify recurring patterns and recommend improvements to documentation, FAQs, or troubleshooting guides.
Support CSR team members by providing technical inputs for escalated customer issues where needed.