Telephone Mechanic

The Auto Mechanic Customer Service Representative provides technical repair support to dealership mechanics over the telephone. This role is ideal for a former automotive or truck mechanic who understands real-world diagnostics, repair procedures, shop workflow, and the urgency of getting vehicles back on the road.

The representative will answer calls from dealership service departments, listen to vehicle repair concerns, ask the right diagnostic questions, and provide step-by-step technical guidance to help mechanics troubleshoot and repair automotive or truck issues correctly and efficiently.

Key Responsibilities

• Provide telephone-based technical support to dealership mechanics and service technicians.
• Walk mechanics through diagnostic steps, repair procedures, and troubleshooting processes.
• Use mechanical experience to help identify likely causes of vehicle problems.
• Explain repair instructions clearly, professionally, and in a way technicians can understand.
• Review service information, technical bulletins, diagrams, repair manuals, and internal support resources.
• Document each call, issue, recommendation, and resolution accurately in the company system.
• Escalate complex technical problems to senior technical support, engineering, or manufacturer support when needed.
• Help reduce vehicle downtime by providing fast, accurate, and practical repair guidance.
• Maintain strong customer service while working with dealership personnel under time-sensitive repair situations.
• Stay current on automotive or truck systems, diagnostic procedures, service updates, and repair technology.

Required Qualifications

• Previous hands-on experience as an automotive mechanic, diesel mechanic, truck mechanic, or dealership technician.
• Strong knowledge of vehicle diagnostics, repair procedures, and mechanical systems.
• Experience troubleshooting engines, transmissions, brakes, electrical systems, suspension, HVAC, or related vehicle systems.
• Ability to explain technical repair instructions clearly over the phone.
• Strong customer service, communication, and problem-solving skills.
• Comfortable using computers, service manuals, diagnostic information systems, and call documentation software.
• Ability to remain calm and professional when assisting frustrated or time-pressured technicians.
• High school diploma or equivalent required.

Preferred Qualifications

• ASE certification or manufacturer training preferred.
• Dealership service experience preferred.
• Diesel, heavy-duty truck, fleet, or commercial vehicle repair experience is a plus.
• Experience as a service advisor, technical support specialist, shop foreman, or lead mechanic is helpful.
• Familiarity with OEM repair procedures, wiring diagrams, diagnostic codes, and technical service bulletins.

Skills Needed

• Automotive or truck repair knowledge
• Telephone troubleshooting
• Diagnostic thinking
• Customer service
• Technical communication
• Computer documentation
• Problem-solving
• Patience and professionalism
• Ability to explain complex repairs in simple steps

Work Environment

This position is typically performed in an office, call center, or remote technical support environment. The employee will spend most of the day on the phone and computer assisting dealership mechanics with live repair questions.

Ideal Candidate

The ideal candidate is a former mechanic who no longer wants to work in the shop every day but still wants to use their mechanical knowledge. This person understands how technicians think, can talk shop clearly, and knows how to guide mechanics through repair problems with confidence and professionalism.