Job Title: Technical Support Analyst *US CITIZEN OR GREEN CARD ONLY*
Location: REMOTE, up to 10% travel (reimbursed), mostly to Lisle &/or Woodbridge, IL
Job Type: W2 contract, 12 months, likely extension
Pay: $30-$36/hour + benefits
*** Diesel & Customer Service experience is a MUST. ***
*** US Citizen or Green Card ONLY ***
Job Summary:
Working with dealers on the phone thru the 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.
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.
Diesel & customer service experience is a MUST.
Extensive experience as an end user and customer support is needed for this role.
Key Responsibilities:
• Tech Services support members support international dealers and body builders provide repair and diagnostic
support
• Provide publications feedback to our publications teams
• Escalate trending failure modes to Service Engineering
• Support new product launches
• Future travel to dealer locations is a possibility
Required Experience/Skills:
- Bachelors degree
- At least 2 years of field service engineering, automotive service or truck service experience
OR
- Masters degree
OR
- At least 4 years of field service engineering, automotive service or truck service experience
- Diesel AND Customer Service experience is a MUST
Desired Skills
• MS Office
• Excellent written and verbal communication skills
• Class 8 Truck experience
• Critical thinking and problem solving
*US CITIZEN OR GREEN CARD ONLY*
#LI-LS1