Freelance Email Customer Support Jobs in Rochester, MI

The Automotive Technician Support and Training Specialist is responsible for supporting and training our customers in the USA and Canada for assigned aftermarket products. You will serve as technical hotline support and plan and deliver technical training for our aftermarket products.
Your role will be to support and guide our customers over the phone or email, through troubleshooting and diagnostic methods, to ensure proper usage of our products. Additionally, you will support our Sales organization during tradeshows and customer events and work closely with Marketing, Sales, and Product Management teams to help develop training materials and videos that provide customers with flexible, accessible resources.
Training is delivered through multiple methods and platforms, so this role will be expected to conduct engaging, effective sessions both in person at customer locations and through virtual webinar formats.
The Technician Support and Training Specialist is part of a global team and reports to the Global Field Operations Manager.General Responsibilities Collaborate with new and existing customers, distributors, and internal personnel Provide, via phone and/or e-mail, all aspects of technical support for assigned products Organize the Field Sales team in all custom development projects when necessary Collaborate with the customer and the sales manager / engineering, distributing technical information when available to all relevant parties, or other activities as needed Organize marketing and engineering in maintaining and improving all technical documentation, both print and digital, and provide feedback whenever possible as to potential improvements in either Key participant the overall products return process for all technical related returns from assigned products in the designated region Organize all regional prospecting activities for assigned products with regards to identifying account potential based on technical reviews of website information, products brochures, etc., as needed Maintain a comprehensive record within company database of all technical calls receivedExperience / Qualifications A university degree required (i.e. Bachelors degree) or equivalent relevant work experience. Must be a team player able to work in a fast-paced environment with demonstrated ability to handle multiple competing tasks and demands Strong communication skills; oral, written and presentation Strong organization, planning and time management skills to achieve results Strong personal and professional ethical values and integrity Holds self-accountable to achieving goals and standards Proficient in Microsoft Office programs (Outlook, Word, PowerPoint, and Excel) Strong interpersonal & collaboration skills to work effectively with all levels of the organization including suppliers and/or external customers

General Responsibilities

• Provide technical support via telephone, email, and in-person for customers on assigned aftermarket product lines
• Deliver toplevel customer service by efficiently and thoroughly handling inquiries related to technical aspects of our aftermarket products (e.g., sensor programming, installation, mobile app use)
• Collaborate with other customer support teams to communicate and escalate customer issues promptly
• Ensure customer satisfaction by delivering effective training sessions onsite or online
• Attend and participate in trade shows and customer events as needed
• Provide regular feedback to the global Aftermarket Technical Team regarding product issues and opportunities for improvements in training and tools
• Proactively prepare and update training documents and validate technical content for Marketing and Communications
• Record training videos as required
• Create, translate, and update educational content for etraining platforms, training websites, and presentations
• Support Engineering and Product Management with research, validations, performance testing, benchmarking, and tool maintenance
• Support Product Management by translating Voice of Customer and competitive insights into prioritized product roadmaps
• Maintain personal technical knowledge through training, publications, networking, and industry participation
• Work flexible hours to support peak business needs or weekend customer events/tradeshows
• Clearly and concisely document customer communications
• Self-manage workload efficiently and effectively
• Assist with other duties as directed by the manager

Experience / Qualifications

• Comfortable with automotive electronics installation, repair, wireless technology, and mobile app support
• Affinity for training/knowledge transfer; coaching or education experience is a plus
• Knowledge of the automotive aftermarket, tire industry, or auto repair environments preferred
• Strong customer service orientation
• Strong organizational, planning, and timemanagement skills
• Excellent communication and motivational skills
• Solutionoriented mindset with a positive, cando approach
• Ability to work independently with accountability
• Comfortable working in a fastpaced environment with multiple priorities
• Strong interpersonal and collaboration skills; able to work effectively with all levels, including external customers and suppliers
• Proficient in Microsoft Office (Outlook, Word, PowerPoint, Excel)
• Fluent English required; Spanish is a plus
• Willingness to travel extensively throughout North America

Bilingual English/Spanish - plus

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Base Salary Range:

$59,840.00 - $82,280.00

At Sensata, our employees are the key to our success and growth. We recognize that each individual brings their own unique experience, therefore the base salary range information shown above is a general guideline only. Sensata considers several factors when extending an offer, including, but not limited to, a candidate's experience and qualifications, as well as internal equity, market and business considerations. In addition to base salary, Sensata offers competitive medical, dental, vision, life and disability insurance plans, along with education reimbursement, wellness programs, a 401(k) retirement plan with Company matching, and a variety of paid time off, such as vacation or flex-time, sick, bereavement, and parental leave. Certain positions are also eligible for short-term incentive and long-term incentive programs.

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• Collaborating at Sensata means working with some of the world's most talented people in an enriching environment that is constantly pushing towards the next best thing

• Employees work across functions, countries and cultures gaining new perspectives through mutual respect and open communication

• As OneSensata, we are working together to make things work together

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