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 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.

This is a fully remote role and may be based anywhere in the United States. The preferred time zones for this position are Mountain Time or Pacific Time.

Responsibilities

• 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.

Team Scope

• Supports service software, module programming, diagnostic tool usage, remote programming support, and related system configuration issues.

Minimum Requirements

• 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

Additional Requirements

• 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)

Desired Skills

• Ability to communicate clearly and professionally with dealer technicians, internal stakeholders, and cross-functional teams.
• Ability to work independently in a fast-paced, customer-focused support environment while following defined processes and escalation paths.
• Experience with module programming, service software, Microsoft Windows administration, remote support tools, and diagnostic applications.
• 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.