Technical Support Analyst

Job Title: Technical Support Analyst

Location: Lisle IL 60532

Duration: Contract 12+ Months (Possibilities to extend)

Job Description

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

Desired Skills

• MS Office

• Excellent written and verbal communication skills

• Class 8 Truck experience

• Critical thinking and problem solving