Senior Technical Support Analyst

The Senior Technical Support Analyst provides expert diagnostic and repair support to International & IC Bus dealers body builders and other approved customers across one or more technical support lines of business including Powertrain Chassis / Electrical / Zero Emissions and Vehicle Programming. This role supports highly technical product concerns through case files phone calls and remote support sessions. The Senior Technical Support Analyst helps technicians resolve issues efficiently documents recurring problems and trends partners with internal teams to improve service information and repair guidance and escalates complex or emerging issues when needed

• Provide diagnostic and repair support to International & IC Bus dealers body builders and other approved customers for highly technical vehicle and service issues.
• Respond to support requests through case files phone calls email or chat-based communication and remote diagnostic sessions as needed.
• Troubleshoot complex mechanical electrical electronic software programming or system integration concerns and recommend corrective actions.
• Document customer interactions technical findings repair direction and recurring issues in the case management system.
• Escalate complex high-impact or unresolved issues to Tier 2 support Service Engineering Service Tools or other internal stakeholders as appropriate.
• Identify and communicate emerging product trends failure modes and process gaps to support product quality
• improvement and field issue resolution.
• Provide feedback to publications training service tools and related internal teams to improve diagnostics repair information schematics and technician enablement.
• Support continuous improvement initiatives that reduce case volume improve first response quality improve response time and enhance the dealer experience.
• Maintain current technical knowledge through training hands-on learning and ongoing product updates.
• Travel onsite to dealer or company locations for training or support when needed.

Team Scope

• Powertrain:Supports engine aftertreatment driveline transmission and related diagnostic and repair concerns.
• Chassis / Electrical / Zero Emissions:Supports chassis electrical brake body builder and zero-emissions vehicle systems.
• Specific product focus may vary based on team assignment business need and candidate background.

• Bachelors degree and at least 1 year of field service engineering automotive service or truck service experience

OR

• Masters degree and no experience

OR

• At least 3 years of field service engineering automotive service or truck service experience

• 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)

• Hands-on experience with Class 4-8 truck bus diesel electrical electronic software or vehicle programming diagnostics.
• Experience supporting dealer or field service operations technical case management contact center operations or remote technical troubleshooting.
• Experience with commercial vehicle diagnostic tools service software programming tools or Windows-based technical applications.
• Experience using case management CRM or ticketing systems to document and manage technical support activity.
• Knowledge of Microsoft Office applications including Outlook Excel and PowerPoint.
• Strong critical thinking troubleshooting written communication and customer service skills.
• Experience collaborating with engineering publications training service tools or other cross-functional support teams.
• Remote support experience using screen sharing remote diagnostic or remote desktop tools is a plus.
• For Powertrain-focused openings strong diesel and customer service experience is highly preferred.
• For Chassis / Electrical / Zero Emissions-focused openings experience with electrical systems brakes body builder support or EV systems is a plus.
• For Vehicle Programming-focused openings experience with module programming service software Windows administration remote support tools and diagnostic applications is a plus.

Work Arrangement and Travel

• Must be able to travel to Lisle Illinois and/or Woodridge Illinois for initial training and periodic business needs.
• Remote work may be available after initial training subject to business needs and company policy.
• Up to 10% travel may be required depending on team assignment and business needs.

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 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.

About TRATON
With its brands Scania MAN International and Volkswagen Truck & BusTRATONSE is the parent and holding company of theTRATONGROUP and one of the worlds leading commercial vehicle manufacturers. The Groups product portfolio comprises trucks buses and light-duty commercial vehicles. Transforming Transportation Together. For a sustainable world.: this intention underlines the Companys ambition to have a lasting and sustainable impact on the commercial vehicle business and on the Groups commercial growth.

About International
From a one-man company built on the world-changing invention of the McCormick reaper in 1831 to the 15000-person-strong company we are todayfew 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 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 Motors LLC is d/b/a International Motors USA in Illinois Missouri New Jersey Ohio Texas and Utah.

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.

If you are a qualified individual with a disability and require a reasonable accommodation to access the online application system or participate in the interview process due to your disability please emailto request assistance. Kindly specify Job Requisition Number / Job Title and Location in response. Otherwise your request may not be considered.