Senior Technical Support Analyst

Position Overview

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.

• 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.

• 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

• 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…