Senior Technical Support Analyst (Remote)
Location: Mostly Remote (less than 10% travel to the office during training in Lisle/Woodridge, IL area)
Pay Rate: $31–$36/hour
Type: W2 Contract, 12 months, likely extension
Travel: Up to 10% travel, reimbursed as required
About the Role
We are seeking a Senior Technical Support Analyst to provide technical and diagnostic support to a nationwide dealer network and vehicle body builders. This role is ideal for candidates with a strong background in diesel-powered vehicles, truck service, automotive diagnostics, and customer support.
As a technical expert, you will help dealer technicians troubleshoot vehicle repair issues, support vehicle compliance initiatives, and collaborate with engineering and publication teams to improve repair documentation, diagnostics, schematics, and service processes.
Customer service is critical to success in this role. The ideal candidate combines strong technical expertise with the ability to clearly communicate solutions and support customers in a fast-paced environment.
Key Responsibilities
- Provide technical repair and diagnostic support to dealer technicians and body builders.
- Review and resolve technical support cases related to vehicle systems and components.
- Assist in troubleshooting complex vehicle issues using service information, schematics, and diagnostic procedures.
- Partner with engineering teams to identify and escalate recurring failure trends.
- Provide feedback to technical publications teams to improve service documentation and repair content.
- Support vehicle modifications and compliance-related requirements.
- Maintain a high level of customer service while working with internal and external stakeholders.
- Travel to dealer locations as needed for support and training initiatives.
Required Qualifications
One of the following is required:
- Bachelor’s degree plus at least 2 years of field service engineering, automotive service, or truck service experience; OR
- At least 4 years of field service engineering, automotive service, or truck service experience.
Required Skills & Experience
- Strong diesel vehicle experience.
- Hands-on truck, fleet, automotive, or heavy-duty vehicle service background.
- Technical troubleshooting and diagnostics experience.
- Customer service and end-user support experience.
- Ability to interpret technical documentation, schematics, and repair procedures.
- Strong communication and problem-solving skills.
Preferred Qualifications
- Class 8 truck experience.
- Microsoft Office proficiency.
- Excellent written and verbal communication skills.
- Strong critical-thinking and analytical troubleshooting abilities.
- Experience supporting dealers, service centers, fleets, or field technicians.
Work Environment
- Remote position following completion of initial onsite training.
- Collaborative team environment focused on supporting technicians and improving vehicle uptime.
- Opportunity to work with engineering, service, and technical publications teams on complex vehicle support challenges.
Note: Candidates must be legally authorized to work in the United States without current or future employment sponsorship requirements.
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