About the Role
Title:Senior Technical Support Analyst
Location:
- Lisle, Illinois
- Service & Support
- Regular Full Time Employee
Job Description:
Position Overview
The Senior Technical Support Analyst is a Fully Remote position and assists International Dealers and Body Builders by providing diagnostic and repair guidance via a web-based casefile management ticketing system and inbound/outbound phone support.
This position is full-time Remote Work From Home with up to 10% travel required to dealer locations
The team works a weekly shift rotation described below – All hours are Central Time and are subject to change based on business needs:
Shift 1: Monday – Friday 7 AM – 4 PM (Roughly 5 weeks in a row then the below weekly rotation starts)
Shift 2: Monday – Friday 6 AM – 3 PM
Shift 3: Tuesday – Saturday 7 AM – 3 PM
Shift 4: Monday – Friday 12 PM to 9 PM
Cycle repeats
Responsibilities
- Support International Dealers and 3rd party Body Builders via web-based casefile management ticketing system and inbound/outbound phone support
- Identifies emerging failure modes and escalates to cross-functional teams for investigation
- Support new product launches
- Provides feedback and suggestions to cross-functional teams for improvement
- Travel on-site to dealer locations to support vehicle-down situations when needed
Minimum Requirements
- Bachelor’s degree
- At least 2 years of field service engineering, automotive service or truck service experience
OR
- Master’s degree
OR
- At least 4 years of field service engineering, automotive service or truck service experience
Additional Requirements
- Qualified candidates, excluding current International Motors employees, must be legally authorized on an unrestricted basis (US Citizen, Legal Permanent Resident, Refugee or Asylee) to be employed in the United States. International Motors does not anticipate providing employment related work sponsorship for this position (e.g., H-1B status)
Desired Skills
Technical
- 6+ years Class 4-8 Diesel Truck diagnostics on engine, after treatment and electrical systems
- Electric Vehicle experience is recommended but not required
- Experience with diagnostic software such as Navistar NED, SDS, DLB, Cummins Insite, Allison DOC, Eaton Service Ranger 4, Wabco Toolbox
- ASE certifications are recommended but not required
- Formal vocational/college training related to Trucking or Automotive
Administrative
- Microsoft Outlook
- Entry-level PowerPoint and basic Excel
- Microsoft Windows proficiency
- Average 40+ WPM typing speed
Soft Skills
- Strong verbal and written communication
- Working independently in a remote environment
- Strong team collaboration
- Process oriented
- Critical thinking and problem-solving
- Customer-first focus