Customer Technical Support II

Job Summary

A remote Auto Key Technician is responsible for offering key duplication, programming, and replacement services for automotive keys and key fobs. This role requires a blend of technical expertise, precision, and excellent customer service to ensure that customers' vehicles remain accessible and functional. The technician will work remotely with a variety of vehicle models, sophisticated electronic key systems, and diagnostic tools to assist field representatives and program keys according to customer specifications. Attention to detail is essential to ensure the highest level of accuracy and security for each key-related task.

Essential Job Functions*

• Key Duplication & Replacement: Accurately duplicate standard, transponder, and high-security keys for customers. Replace lost, stolen, or damaged keys by creating new ones.
• Key Programming: Program key fobs, transponder keys, and smart keys for various vehicle makes and models, using specialized programming equipment.
• Remote Key Fob Services: Provide replacement and reprogramming services for key fobs, remote starters, and smart entry systems.
• Customer Service: Interact with customers to explain services, and ensure customer satisfaction. Handle customer inquiries and provide solutions to key-related issues.
• Provide first level contact and convey resolutions to customer issues.
• Track, route, and redirect problems to the next level of support.
• Read and interpret a variety of technical manuals and diagrams.
• Ensure detailed documentation of issues in  K2.
• Order replacement parts and systems as needed.
• Maintain and grow a current knowledge of department operating procedures and technical product information.
• Participate in departmental teams, provide feedback and / or recommendations for improvement

* This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.

Employees are expected and encouraged to participate in safety and health program activities including immediately reporting hazards, immediately reporting unsafe work practices and incidents to supervisors, wearing required personal protective equipment, and participating in and supporting safety committee activities.

Education & Experience

High School Diploma and 0-2 yrs experience (required). 

Background in automotive maintenance

Competencies – Knowledge, Skills and Abilities

• Technical Knowledge: Strong understanding of automotive key systems, including traditional mechanical keys, transponder keys, and remote key fobs.
• Experience: Prior experience in locksmithing, automotive repair, or a related field is preferred but not required.
• Attention to Detail: Ability to work with precision and accuracy when cutting keys or programming systems.
• Problem-Solving: Ability to diagnose key or lock issues and determine the best solution for the customer.
• Customer Service: Excellent interpersonal skills to interact with customers in a friendly and professional manner

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