US_Technical Support Engineer_Lead

Technical Support Engineer Lead

The Technical Support Engineer Lead provides specialized, expert-level technical assistance to dealers and internal stakeholders to resolve complex Class 8 truck product and workshop tool issues. This role focuses on diagnosing and solving challenging powertrain, chassis, and electrical/electronic system concerns, performing root cause analysis for product quality issues, and driving continuous improvement in service practices. The position typically requires 6 or more years of relevant engineering experience and combines deep technical knowledge with strong data acquisition, analysis, and communication skills.

Responsibilities

• Provide advanced technical support and problem solving for complex issues reported by the market, particularly on Class 8 truck powertrain, chassis, and electrical/electronic systems.
• Serve as the critical troubleshooting engineer who travels to dealerships across the United States to diagnose and resolve complex issues on-site with mechanics and engineers when local teams cannot resolve them.
• Visit markets and customers to support resolution of reported technical problems, including trucks with issues under warranty that require higher-level engineering expertise.
• Conduct thorough root cause analysis for product quality issues, define appropriate containment actions when applicable, and follow up to ensure solution effectiveness.
• Utilize data acquisition and data analysis tools, including data loggers and specialized software, to diagnose truck issues and validate corrective actions.
• Apply expert-level knowledge in the design and development of Class 8 truck powertrain, chassis, and electrical/electronic systems to guide troubleshooting and repair activities.
• Leverage in-depth knowledge of North American workshop service practices and truck troubleshooting and repair procedures to support dealers and service teams.
• Act as the spokesperson for each issue, coordinating closely with mechanics, dealers, dealership management, and customers to communicate findings, actions, and resolution status.
• Collaborate with engineering teams to escalate complex technical problems, share field insights, and contribute to design improvements and validation of solutions.
• Perform test and verification activities, including validation testing of proposed solutions, to confirm effectiveness and reliability before broader implementation.
• Maintain a strong sense of urgency in resolving issues, recognizing that trucks in the shop are measured by hours and minutes rather than days.
• Provide training and guidance to customer support personnel and workshop staff, including occasional onsite training, to improve troubleshooting and repair capabilities.
• Document technical issues, diagnostic steps, test results, and resolutions in a clear and structured manner to support knowledge sharing and continuous improvement.
• Communicate effectively via phone, virtual channels, and in person with mechanics and engineering staff to collaboratively solve problems.
• Continuously seek process improvements in technical support, data acquisition, and analysis workflows to enhance service quality and efficiency.

Essential Skills

• Bachelor of Science degree in Engineering.
• 6 or more years of relevant engineering experience, ideally in technical support, test and validation, or design engineering roles.
• Expert-level knowledge in the design and troubleshooting of Class 8 truck powertrain, chassis, and electrical/electronic systems.
• In-depth knowledge of North American workshop service practices, truck troubleshooting, and repair procedures.
• Strong troubleshooting and problem-solving skills, with the ability to diagnose complex, multi-faceted technical issues under time pressure.
• Extensive experience with data acquisition and data logging, including the use of products such as data loggers and related hardware.
• Proficiency with tools such as CANalyzer, ATI Vision, Accurate Technologies Inc. (ATI) software, and Kvaser interfaces for data acquisition and analysis.
• Experience as a Test & Validation Engineer or Design Engineer with heavy involvement in troubleshooting, data acquisition, and data analysis.
• Strong…