Automotive Technical Support & Customer Service Specialist

About the role

Stainless Works is a U.S.-based industry leader in stainless steel performance headers and exhaust systems, as well as custom engineered fabrications through its MetalFab division. The company designs and manufactures a wide range of aftermarket products for modern and classic cars and trucks, using high-quality stainless steel and precise specifications. Skilled craftspeople leverage advanced technologies, including CNC Trumpf lasers, CNC press brakes, and a CNC robotic cell, to ensure consistent, high-performance TIG welded products. Stainless Works also offers custom applications such as special laser cutting, bending, and tailored components to help customers build exhaust systems that meet their unique needs.

The Automotive Technical Support & Customer Service Specialist is a full-time, on-site role based in Streetsboro, OH. This position provides technical assistance to customers and distributors regarding performance headers, exhaust systems, and custom stainless steel components, helping them select, install, and troubleshoot products.

Responsibilities

• Respond to phone, email, and online inquiries.
• Guide customers through fitment and compatibility questions.
• Document technical issues and resolutions.
• Process orders and coordinate with production and shipping teams.
• Support returns and warranty inquiries to ensure accurate and timely service.
• Contribute to knowledge base materials and offer feedback on product improvements.
• Maintain positive, professional relationships with customers and internal team members.

Requirements

• Strong automotive knowledge, including exhaust systems, headers, and general vehicle mechanics; ability to read and interpret technical documents and installation instructions.
• Customer service and communication skills, with experience handling phone and email support, resolving issues, and communicating clearly with diverse customers.
• Technical troubleshooting and problem-solving abilities, including diagnosing fitment or performance concerns and providing practical solutions.
• Basic computer proficiency, including CRM or ticketing systems, order entry, and documentation of customer interactions.
• Ability to work on-site in a manufacturing environment, collaborate with production teams, and manage multiple inquiries in a fast-paced setting.
• Prior experience in automotive parts, performance aftermarket, or technical support is preferred.
• High school diploma or equivalent required; additional technical training, certifications, or coursework in automotive technology are a plus.