Automotive Customer Support

Transfer Flow, Inc.
Chico, CA

Automotive Customer Support Agent

Transfer Flow, Inc.

The Technical Customer Support Agent collaborates closely with: Sales, Engineering, Quality Control, Inventory, Installation, and Production Departments

 

Schedule: Non-Exempt, Hourly wage, Full Time, Monday through Friday, 7:00am – 3:30pm, Monday through Friday, although overtime may be necessary at times.

 

Transfer Flow, Inc. Purpose Statement:

Transfer Flow Incorporated is a family owned and employee-oriented manufacturing company. We are dedicated to providing a safe, organized and productive working environment for our employees. We are committed to providing safe, reliable and legal OEM and aftermarket fuel systems and related products. 

By staying abreast of new regulations, laws, and technology, Transfer Flow Incorporated will continue its role as the leading manufacturer of fuel systems for the automotive and RV industry.

Transfer Flow's success is measured by our customers choosing our product because we meet and exceed their expectations of quality, service and selection. 

 Job Activities

 

  • Utilize Transfer Flow’s in-house installers for advice and collaboration in problem solving

  • Work with engineering department and sales departments to improve customer satisfaction.


  • Use troubleshooting guides and flowcharts in conjunction with instruction sheets to assist customers.

 

  • Review cause and category and past tickets to verify the cause and categories chosen were correct for the issues at hand

 

  • Communicate issues and trends to relevant staff

 

  • Attend weekly huddle and provides verbal feedback

 

  • Provide complete and accurate records regarding customer complaints

  • Provide 1 suggestion for reducing customer issues through sales or engineering: communication, resources, design

 

  • Analyze monthly report of customer issues: determine primary area of concern. Communicate finding to QC manager at monthly meeting

 

  • Increase customer satisfaction

 

  • Add value/ reduce cost to install product

 

  • Manage tasks with a focus on quality and completion to support team work flow and efficiency.

  •  
  • Keep positive customer experience as your #1 goal.

 

  • Manage tasks with a focus on quality and completion to support team work flow and efficiency.

 

  • Be at work and on time when scheduled

 

Essential Job Functions

 

The Technical Support Agent satisfies customer issues as quickly as possible: one call, one email, if possible. The agent answers as many phone calls possible while logged into the tech call work group and records issues in our Quality Management System (QMS), resolves customer issues through constructive communication based on Trouble Shooting Guide Flow Charts and by providing available resources such as Technical Support Bulletins and Instruction Sheets.

 

Required knowledge/Skills needed for this position

 

English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

 

Stress Management — The ability to effectively manage stress and prioritize tasks is very important at TFI.

 

Critical Thinking — The ability to gather relevant data and process this to create sound analysis, judgements, and strategy development.

 

Active Listening — The ability to truly understood what is being communicated whether that be from colleagues, customers, vendors or other stakeholder, and regardless of the medium be used.

 

Active Learning — The ability to seek out new data through reading, writing, discussion, or problem solving that promotes improved analysis, synthesis, and understanding.

 

Qualifications/Prerequisites

 

 TFI requires all members of our staff to fulfill all job functions in a consistent state of alertness and work in a safe manner.

 

 Applicants must be able to successfully pass the following:

Pre-employment drug/alcohol screening

Pre-employment Criminal history background check

Pre-employment fitness for duty physical

 

Position requires a minimum of AS or AA in technical nature or equivalent

ASE Certifications in fuel / emissions system preferred

Experience installing Transfer Flow fuel systems is preferred

Must be experienced in automotive mechanics and repair

Must have excellent customer skills and telephone skills

Must have ability to read and interpret mechanical drawings

Must be proficient with Microsoft Windows,  

Must be at least 18 years of age

Must be able to pass background check, drug and alcohol screening, and pre-employment fitness for duty

 

Employment at Transfer Flow Inc.

 

Employment with Transfer Flow Inc. is and shall be at-will.  Accordingly, either TFI or employee may terminate the employment relationship at any time, with or without cause, and with or without advance notice.

 

Qualified applicants are asked to reply with a cover letter and .pdf copy of the resume to this posting.  Please understand Transfer Flow is unable to accommodate unscheduled visits to our facility.