Technical Support Engineer

Job Description

This position requires a seasoned professional with 8 or more years of relevant experience in technical support engineering. The role focuses on providing specialized technical assistance to dealers and stakeholders to resolve complex technical concerns and workshop tools issues. Responsibilities include offering onsite training for customer support personnel and leading technical support efforts as a specialist gained through both education and extensive work experience.

Responsibilities

• Provide technical support and problem-solving for issues reported by the market.
• Visit markets and customers to provide support for reported technical problems.
• Conduct root cause analysis for detected product quality issues, define containment actions when applicable, and follow up on solution effectiveness.
• Utilize data acquisition and analysis tools to diagnose truck issues.
• Manage large projects or end-to-end processes with limited oversight from a manager.
• Coach, review, and delegate work to lower-level professionals.
• Solve difficult and often complex problems.

Essential Skills

• Expert-level knowledge in data acquisition and data analysis for diagnosing truck issues.
• Expert-level knowledge in the design and development of Class 8 truck powertrain, chassis, and electrical/electronic systems.
• In-depth knowledge of troubleshooting, repair, and workshop service practices for them.

Additional Skills & Qualifications

• Experience with root cause analysis and defining containment actions.
• Experience in new product development and mechanical engineering.

Work Environment

This role involves working with advanced data acquisition and analysis tools to support technical problem-solving. The position may require travel to market locations and customer sites to provide onsite support. Professionals in this role manage complex projects and work collaboratively with team members, offering guidance and oversight as needed.