Company ARB is a world leader in the manufacture and distribution of high quality 4x4 and off-road accessories, including; air locking differentials, air compressors, bumpers, suspension systems, roof racks, skid plates, roof top tents, recovery gear, and more. ARB USA is looking for a technically minded, detail-oriented individual to join our Product Technical Support team. This position combines automotive and 4x4 product knowledge with customer technical support, product research, and the collection and review of technical information. The primary responsibility is to provide accurate technical support to customers and internal teams while properly documenting the information gathered through those interactions. This information will help the team identify recurring issues, trends, product opportunities, and other insights that can improve ARB products and the customer experience. The role requires someone who can work directly with customers, understand and troubleshoot technical issues, accurately capture information, and recognize when that information may reveal a larger pattern or opportunity. The ability to communicate findings clearly to both technical and non-technical audiences is important. Team members will work together to establish consistent methods for collecting, organizing, reviewing, and reporting information. The successful candidate should be comfortable contributing their own knowledge, learning from others, and working within a standardized team approach. This position is based in-person, M-F at our Norco, CA location. Responsibilities include, but are not limited to the following: Answer technical customer calls, emails, and live chats and provide professional product support. Create a positive customer experience by listening carefully, communicating clearly, taking ownership ofcustomer concerns, and working toward effective solutions. Assist customers with vehicle-specific fitment, product selection, installation, troubleshooting, and warrantyquestions. Inspect and assist with repair of products associated with warranty claims. Accurately collect and document technical, warranty, product, vehicle, and customer information. Enter and categorize information consistently using established team processes . Review collected information to identify recurring issues, trends, patterns, and opportunities. Utilize available software and analytical tools to organize, review, and communicate information. Assist with reports, presentations, dashboards, and other methods of communicating findings. Participate in market and competitor research. Work with Product Management, Engineering, Sales, Customer Service, and other departments to communicate findings and help develop solutions. Use AI tools such as Claude, ChatGPT, or similar platforms for research, documentation, data review, and workflow development. Contribute to the development and improvement of team methods for data collection, analysis, and reporting. Search ARB databases and technical resources for product information and installation documentation. Perform other duties as assigned. Experience/Skills Automotive, 4x4, off-road, or related industry experience preferred. Basic mechanical knowledge required; understanding of vehicle drivetrains and suspension systems preferred. Strong attention to detail and organizational skills. Strong analytical and critical-thinking ability. Customer-satisfaction driven with a genuine commitment to creating a positive customer experience. Comfortable working with Microsoft Office applications, including Excel and PowerPoint. Familiarity with Excel, Power BI, or similar data-analysis and visualization tools preferred. Familiarity with AI tools such as Claude, ChatGPT, Microsoft Copilot, or similar platforms preferred. Strong written and verbal communication skills. Ability to explain technical information clearly and professionally. Ability to recognize patterns, ask questions, and investigate the "why" behind a problem. Comfortable learning new software, tools, and processes. Knowledge of Zendesk and HubSpot is a plus. Bilingual English/Spanish speaking is a plus. Ability to work effectively as part of a team. The ideal candidate combines technical product knowledge, customer-service skills, curiosity, sound judgment, and a genuine commitment to customer satisfaction. They should be comfortable gathering information, working with technology, recognizing patterns, and communicating what they find. Creating a great customer experience is a fundamental part of this role. The successful candidate should take ownership of customer concerns, communicate professionally, follow through on commitments, and look for ways to leave the customer with confidence in ARB and the support they received. An intermediate working knowledge of data-analysis and technology tools is valuable. We are not looking for a dedicated data analyst; we are looking for a technically capable team member who can contribute to both day-to-day product support and the team's broader effort to turn support information into useful product intelligence. Compensation/Benefits Competitive hourly pay Medical, dental, vision, and life insurance 10 paid holidays per calendar year Accrued leave - 10 paid sick days and 10 paid vacation days yearly 401K with company contribution Employee discount

Job Type:

Full-time Pay:

$25.00 - $30.00 per hour

Benefits:

401(k) Dental insurance Health insurance Paid time off Vision insurance

Shift:

Day shift

Work Location:

In person