Job Description
Job Description
Position Summary
The Technical Support Representative provides technical assistance to customers, dealers, and internal teams regarding AlphaRex products, installation, troubleshooting, and product-related concerns.
This role requires strong communication and problem-solving skills, attention to detail, and the ability to diagnose technical issues by gathering information from customers, reviewing photos and videos, and walking customers through troubleshooting procedures.
Key Responsibilities
- Provide technical support to customers and dealers by phone, email, and other company communication channels.
- Assist customers with product installation, operation, troubleshooting, and compatibility questions.
- Diagnose automotive lighting issues including wiring, connectors, fuses, LEDs, turn signals, DRLs, resistors, and other related components.
- Guide customers through logical, step-by-step troubleshooting procedures to identify potential product, installation, wiring, or vehicle-related issues.
- Review customer-provided photos, videos, and other information to assist with diagnosing technical concerns.
- Clearly document customer interactions, troubleshooting steps, findings, and resolutions.
- Determine when an issue requires additional technical review and escalate cases to supervisors or the appropriate internal department.
- Coordinate with Customer Service regarding warranty claims, replacement parts, and product-related customer concerns.
- Communicate recurring or unusual product issues to management and R&D for further investigation.
- Assist with testing products and reproducing reported issues when necessary.
- Maintain and expand internal technical documentation, troubleshooting procedures, FAQs, and knowledge-base materials.
- Stay informed about AlphaRex products, vehicle applications, installation procedures, and product updates.
- Provide professional, patient, and respectful assistance even when handling difficult or frustrated customers.
- Perform other related duties as assigned.
Qualifications
- High school diploma or equivalent required.
- Strong interest in automobiles, automotive accessories, or automotive electrical systems is preferred.
- Basic understanding of 12V automotive electrical systems and wiring is preferred.
- Ability to use basic diagnostic tools such as a multimeter is preferred.
- Strong troubleshooting and analytical skills.
- Ability to follow wiring diagrams, installation instructions, and technical documentation.
- Comfortable learning vehicle-specific lighting systems and electronic components.
- Strong verbal and written communication skills.
- Strong computer skills and ability to learn customer service, ticketing, and internal software systems.
- Ability to document technical information clearly and accurately.
- Strong attention to detail and organizational skills.
- Ability to manage multiple customer cases and follow through until resolution.
- Ability to work independently as well as collaboratively with Customer Service, R&D, and other departments.
Preferred Experience
- Previous experience in automotive technical support, automotive repair, aftermarket automotive products, electronics, or a related field.
- Experience installing or troubleshooting aftermarket headlights, tail lights, LED lighting, or other automotive accessories.
- Familiarity with automotive electrical troubleshooting, including voltage testing, continuity testing, grounds, connectors, resistors, and related components.
- Experience working directly with customers in a technical support or service environment.
- Enthusiast-level automotive experience is welcome, even if gained through personal vehicle projects rather than professional employment.
What We're Looking For
We're looking for someone who enjoys figuring out why something isn't working, rather than simply following a script.
The right candidate should be curious, patient, technically minded, and comfortable asking the right questions to identify the cause of an issue. Because many technical concerns can involve the product, installation, vehicle wiring, aftermarket modifications, or a combination of factors, successful Technical Support Representatives must be able to evaluate the information available before reaching a conclusion.
Most importantly, we are looking for someone who can combine technical knowledge with excellent customer service and represent AlphaRex professionally throughout the troubleshooting process.
Work Environment
This is a full-time, on-site position at AlphaRex USA headquarters in Irwindale, California. The position involves regular computer and telephone use as well as occasional hands-on inspection, installation, or testing of automotive lighting products and components.
AlphaRex is an equal opportunity employer and considers qualified applicants without regard to legally protected characteristics.
\nCompany Description
AlphaRex is an automotive aftermarket lighting manufacturer specializing in high-performance headlights, tail lights, and automotive lighting accessories. We are committed to providing innovative products, quality craftsmanship, and knowledgeable support to our customers and industry partners.
We are seeking a full-time Technical Support Representative to join our team at our Irwindale, California headquarters. This position is ideal for someone who is mechanically inclined, comfortable troubleshooting automotive electrical and lighting systems, and enjoys helping customers solve technical problems.
Company Description
AlphaRex is an automotive aftermarket lighting manufacturer specializing in high-performance headlights, tail lights, and automotive lighting accessories. We are committed to providing innovative products, quality craftsmanship, and knowledgeable support to our customers and industry partners.\n\nWe are seeking a full-time Technical Support Representative to join our team at our Irwindale, California headquarters. This position is ideal for someone who is mechanically inclined, comfortable troubleshooting automotive electrical and lighting systems, and enjoys helping customers solve technical problems.