The Technical Support Manager leads one or more technical support teams responsible for providing diagnostic, repair, and service support to International & IC Bus dealers, body builders, and other approved customers.

This role oversees highly technical support operations across multiple product and service domains, ensuring timely, accurate resolution of complex vehicle and system issues. The manager drives team performance, builds technical capability, and partners cross-functionally with engineering, product development, service tools, training, and publications teams to improve diagnostic effectiveness, reduce downtime, and enhance the dealer experience.

The Technical Support Manager is accountable for operational performance, team development, customer satisfaction, and continuous improvement across their assigned line(s) of business.Team Scope (Lines of Business)

Technical Support Managers may lead one or more of the following teams depending on business need Powertrain Support, Chassis / Electrical / Zero Emissions Support, Vehicle Programming Support, Technical Parts Support or Product Support.

• Lead and manage a team of Technical Support Analysts, ensuring high-quality diagnostic and customer support across all channels (case files, phone, email, chat, and remote sessions)
• Hire, develop, coach, and retain talent to build a high-performing, technically capable team
• Monitor team performance against key operational metrics (case volume, response time, resolution time, quality, and customer satisfaction) and implement action plans to drive improvement
• Support escalation pathways for complex, high-impact, or emerging technical issues and ensure appropriate collaboration with Tier 2, Engineering, and Product teams
• Identify and communicate product trends, failure modes, and systemic issues to improve product quality and field performance
• Partner with cross-functional teams (Engineering, Service Tools, Publications, Training, Quality, and Field Service) to improve diagnostics, repair guidance, and service readiness
• Drive continuous improvement initiatives that increase efficiency, reduce case volume, and enhance first-contact resolution
• Ensure teams are trained and prepared to support new product launches, system updates, and evolving technologies
• Identify gaps in technical documentation, diagnostics, and training materials and drive improvements to support dealer success
• Foster a culture of accountability, collaboration, and customer focus aligned to organizational goals

• Bachelor's degree and at least 4 years of Dealer Support, Service Operations, or Field Service Engineering experience

OR

• Master's degree and at least 2 years of Dealer Support, Service Operations, or Field Service Engineering experience

OR

• At least 6 years of Dealer Support, Service Operations, or Field Service Engineering experience

• 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)

• At least 2 years of leadership or management experience
• Experience supporting commercial vehicles (Class 4–8 truck or bus) across mechanical, electrical, software, or system domains
• Experience leading technical support, contact center, or field service teams
• Strong knowledge in one or more domain areas: powertrain, electrical systems, vehicle programming, or parts support
• Experience with diagnostic tools, service software, and/or programming systems
• Experience working with case management or CRM platforms
• Strong analytical, problem-solving, and decision-making skills
• Ability to influence and collaborate with cross-functional teams
• Excellent communication, coaching, and leadership skills
• Experience supporting new product launches, evolving technologies, or zero-emission vehicle systems

This 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.