Technical Support Manager

Position Overview

The Technical Support Manager leads one or more technical support teams responsible for providing diagnostic, repair, and service support to International & IC Bus dealers, body builders, and other approved customers.

This role oversees highly technical support operations across multiple product and service domains, ensuring timely, accurate resolution of complex vehicle and system issues. The manager drives team performance, builds technical capability, and partners cross-functionally with engineering, product development, service tools, training, and publications teams to improve diagnostic effectiveness, reduce downtime, and enhance the dealer experience.

The Technical Support Manager is accountable for operational performance, team development, customer satisfaction, and continuous improvement across their assigned line(s) of business.
Team Scope (Lines of Business)

Technical Support Managers may lead one or more of the following teams depending on business need Powertrain Support, Chassis / Electrical / Zero Emissions Support, Vehicle Programming Support, Technical Parts Support or Product Support.

Responsibilities

• Lead and manage a team of Technical Support Analysts, ensuring high-quality diagnostic and customer support across all channels (case files, phone, email, chat, and remote sessions)
• Hire, develop, coach, and retain talent to build a high-performing, technically capable team
• Monitor team performance against key operational metrics (case volume, response time, resolution time, quality, and customer satisfaction) and implement action plans to drive improvement
• Support escalation pathways for complex, high-impact, or emerging technical issues and ensure appropriate collaboration with Tier 2, Engineering, and Product teams
• Identify and communicate product trends, failure modes, and systemic issues to improve product quality and field performance
• Partner with cross-functional teams (Engineering, Service Tools, Publications, Training, Quality, and Field Service) to improve diagnostics, repair guidance, and service readiness
• Drive continuous improvement initiatives that increase efficiency, reduce case volume, and enhance first-contact resolution
• Ensure teams are trained and prepared to support new product launches, system updates, and evolving technologies
• Identify gaps in technical documentation, diagnostics, and training materials and drive improvements to support dealer success
• Foster a culture of accountability, collaboration, and customer focus aligned to organizational goals

Minimum Requirements

• Bachelor's degree and at least 4 years of Dealer Support, Service Operations, or Field Service Engineering experience

OR

• Master's degree and at least 2 years of Dealer Support, Service Operations, or Field Service Engineering experience

OR

• At least 6 years of Dealer Support, Service Operations, or Field Service Engineering experience

Additional Requirements

• Qualified candidates, excluding current employees, must be legally authorized on an unrestricted basis (US Citizen, Legal Permanent Resident, Refugee or Asylee) to be employed in the United States. We do not anticipate providing employment related work sponsorship for this position (e.g., H-1B status)

Desired Skills

• At least 2 years of leadership or management experience
• Experience supporting commercial vehicles (Class 4-8 truck or bus) across mechanical, electrical, software, or system domains
• Experience leading technical support, contact center, or field service teams
• Strong knowledge in one or more domain areas: powertrain, electrical systems, vehicle programming, or parts support
• Experience with diagnostic tools, service software, and/or programming systems
• Experience working with case management or CRM platforms
• Strong analytical, problem-solving, and decision-making skills
• Ability to influence and collaborate with cross-functional teams
• Excellent communication, coaching, and leadership skills
• Experience supporting new product launches, evolving technologies, or zero-emission vehicle systems

Benefits and Compensation

This position offers competitive market-based compensation, along with a comprehensive benefits package designed to support employee wellbeing. You can learn more about the benefits offered for this position by visiting

The expected salary offered for this position will fall within the stated range, with the final offer based on the candidates' applicable skills, knowledge, and experience.

Company Overview

About TRATON
With its brands Scania, MAN, International, and Volkswagen Truck & Bus, TRATON SE is the parent and holding company of the TRATON GROUP and one of the world's leading commercial vehicle manufacturers. The Group's product portfolio comprises trucks, buses, and light-duty commercial vehicles. "Transforming Transportation Together. For a sustainable world.": this intention underlines the Company's ambition to have a lasting and sustainable impact on the commercial vehicle business and on the Group's commercial growth.

About International
From a one-man company built on the world-changing invention of the McCormick reaper in 1831, to the 15,000-person-strong company we are today, few companies can lay claim to a history like International. Based in Lisle, Illinois, International Motors, LLC* creates solutions that deliver greater uptime and productivity to our customers throughout the full operation of our commercial vehicles. We build International® trucks and engines and IC Bus® school and commercial buses that are as tough and as smart as the people who drive them. We also develop Fleetrite® aftermarket parts. In everything we do, our vision is to accelerate the impact of sustainable mobility to create the cleaner, safer world we all deserve. As of 2021, we joined Scania, MAN and Volkswagen Truck & Bus in TRATON GROUP, a global champion of the truck and transport services industry. To learn more, visit International.com.

*International Motors, LLC is d/b/a International Motors USA in Illinois, Missouri, New Jersey, Ohio, Texas, and Utah.

EEO Statement

We are an Equal Opportunity Employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

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