Warranty Specialist & Technical Support

Location On-site - Atlas Carts Manufacturing Facility Job Type Full-time

Compensation - Depends On Experience

Reports To - Technical Service Manager

Travel - Less than 5%

FLSA - Status Hourly

Position Overview

Atlas Carts is a rapidly growing manufacturer of premium electric golf carts utilizing advanced LiFePO4 battery technology. The Technical Support & Warranty Specialist - Level 1 provides front-line support for routine dealer and customer inquiries, warranty administration, issue intake, parts identification, and service coordination. The role is designed for a developing technical professional who will build product knowledge through structured training, documented troubleshooting procedures, and hands-on exposure to Atlas vehicle systems. Complex issues are escalated to the Level 2 representative or designated service leader.

Essential Duties and Responsibilities

• Issue Intake and Documentation: Receive calls and emails, create accurate service tickets in Odoo or another designated system, categorize symptoms, and collect required information such as serial numbers, photos, diagnostic readings, and test results.
• Routine Troubleshooting: Use approved troubleshooting guides, service manuals, and standard diagnostic steps to resolve common mechanical and electrical concerns. Escalate unresolved, safetyrelated, or nonroutine issues with complete documentation.
• Warranty Administration: Review warranty submissions for completeness, validate required documentation against company policy, process routine claims, and maintain accurate claim and resolution records.
• Parts Identification and Fulfillment Coordination: Use parts diagrams and product documentation to identify replacement parts and coordinate with shipping, receiving, and internal teams for accurate fulfillment.
• Product Knowledge Development: Participate in structured training and spend time on the production floor learning vehicle assembly, wiring, component operation, testing methods, and common failure modes.
• Dealer and Customer Support: Provide clear, patient instructions for routine diagnostic and repair steps by phone, email, or video. Refer advanced coaching or complex technical decisions to Level 2 support.
• Service Documentation Support: Use existing service bulletins, repair procedures, and FAQs; identify unclear or missing information and provide feedback to the Level 2 representative for updates.
• Reliability Feedback: Document recurring symptoms and field observations accurately so senior technical personnel can evaluate trends and potential corrective actions.
• CrossFunctional Coordination: Share complete service information with operations, engineering, sales, quality, and suppliers as directed. Support followup activities rather than independently leading technical resolution.
• Limited Field Support: When assigned and accompanied or directed by senior personnel, assist with dealer or customer visits, product inspections, repairs, and training.
• Customer Experience: Maintain professional communication, strong followthrough, and a positive company image from initial contact through closure.

• Education: 4year degree preferred, but not required. Equivalent handson mechanical, technical, or automotive/powersports industry experience will be strongly considered and accepted in lieu of a formal degree.
• Experience: One to three years of customer support, mechanical, electrical, automotive, golf cart, UTV, powersports, or related experience preferred. Entrylevel candidates with strong technical aptitude and relevant training may be considered.
• Technical Aptitude: Basic understanding of mechanical and lowvoltage electrical systems. Familiarity with multimeters, wiring diagrams, lithium batteries, or BMS systems is preferred; willingness and ability to learn are required.
• Computer Skills: Strong dataentry and general computer skills. Familiarity with Excel, Google Sheets, Google Slides, CRM, ERP, or ticketing systems is preferred.

This job description summarizes the primary duties and qualifications of the position and may be revised based on business needs. Atlas Carts is an equal opportunity employer.

• Communication: Clear, professional verbal and written communication skills, with the patience to explain standard procedures to individuals with varying technical experience.
• Work Style: Organized, dependable, curious, receptive to coaching, and able to follow documented procedures while recognizing when escalation is required.
• Driver's License: Must possess and maintain a current, valid driver's license. Physical Requirements and Working Conditions
• Able to lift and carry up to 50 pounds.
• Comfortable using standard hand tools, multimeters, and diagnostic equipment after training.
• Able to safely testdrive golf carts on company property and, when assigned, at field locations.
• Work is performed in both a climatecontrolled office and an active manufacturing or service environment.
• Occasional travel may be required, generally up to 20%, based on business needs.

Front-line support | Warranty coordination | Routine troubleshooting | Accurate documentation | Customer service | Escalation judgment | Continuous learning