Technical Support Analyst

Technical Support Analyst

At least a 12 month contractor could be extended longer. Location: Must be able to travel and train to Lisle, IL and/or Woodridge, IL. After that this will be remote however must be able to travel into the office 2 or 3 times per year or as needed. Pay: Between ***-*** per hour (however if at the top of the pay rate the candidate MUST check all the boxes below on skill set and qualifications).

For this role... make sure that your candidate has solid diesel experience as well as customer service. Customer service is numero uno in importance. Working with dealers on the phone thru the International case management system. Dealer submits a case file and agents help them thru the repair. This consultant is an expert that helps them fix the issue with the dealer on a daily basis. Working with internal teams on fixing diagrams, schematics, elemental steps, diagnostic forms. Diesel experience is a MUST. Extensive experience as an end user and customer support is needed for this role. Up to 10% travel might be required and will be reimbursed by International. This position will support our dealer network by assisting dealers in vehicle repairs via case files. We handle all aspects of the vehicle minus the motor. 25,000 casefiles were supported in 2023 and 14,000 phone calls were handled by our team. We ensure all vehicle modifications or changes to ensure the vehicles stay within compliance regulations. This position supports International Dealer Technicians and Body Builders. Responsibilities include but are not limited to:

• Tech Services support members support international dealers and body builders provide repair and diagnostic support
• Provide publications feedback to our publication's teams
• Escalate trending failure modes to Service Engineering
• Support new product launches
• Future travel to dealer locations is a possibility

Basic Requirements:

• Bachelor's degree
• At least 2 years of field service engineering, automotive service or truck service experience OR
• Master's degree OR
• At least 4 years of field service engineering, automotive service or truck service 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.
• *** does not anticipate providing employment related work sponsorship for this position (e.g., H-1B status)

Desired Skills:

• MS Office
• Excellent written and verbal communication skills
• Class 8 Truck experience
• Critical thinking and problem solving