Position OverviewThe
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 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.
This is a fully remote role and may be based anywhere in the United States. The preferred time zones for this position are Mountain Time or Pacific Time.
Responsibilities- 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- Supports service software, module programming, diagnostic tool usage, remote programming support, and related system configuration issues.
Minimum Requirements- Bachelor's degree and at least 1 year of field service engineering, automotive service or truck service experience
OR
- Master's degree and no experience
OR
- At least 3 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 (, 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- Ability to communicate clearly and professionally with dealer technicians, internal stakeholders, and cross-functional teams.
- Ability to work independently in a fast-paced, customer-focused support environment while following defined processes and escalation paths.
- Experience with module programming, service software, Microsoft Windows administration, remote support tools, and diagnostic applications.
- 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.
Benefits and CompensationThis 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 ;br>
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 OverviewAbout TRATONWith 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 InternationalFrom 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 StatementWe 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 email to request assistance. Kindly specify Job Requisition Number / Job Title and Location in response. Otherwise, your request may not be considered.
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