Position OverviewThe
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
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- 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.
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- 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 support, or EV systems is a plus.
- For Vehicle Programming-focused openings, experience with module programming, service software, Windows administration, remote support tools, and diagnostic applications is a plus.
Work Arrangement and Travel- Must be able to travel to Lisle, Illinois and/or Woodridge, Illinois for initial training and periodic business needs.
- Remote work may be available after initial training, subject to business needs and company policy.
- Up to 10% travel may be required depending on team assignment and business needs.
Benefits and CompensationThis position offers competitive market-based compensation, along with a comprehensive benefits package designed to support employee wellbeing. You can learn more about the benefits offered for this position by visiting https://careers.international.com/#benefits.
The expected salary offered for this position will fall within the stated range, with the final offer based on the candidates' applicable skills, knowledge, and experience.
