Technical Support Analyst

• Working with dealers on the phone thru the Client case management system. Dealer submits a case file and agents help them thru the repair. This consultant is an expert that helps them fix the issue with the dealer on a daily basis. Working with internal teams on fixing diagrams, schematics, elemental steps, diagnostic forms. Diesel experience is a must. Extensive experience as an end user and customer support is needed for this role.
• This position will support our dealer network by assisting dealers in vehicle repairs via case files. Client handle all aspects of the vehicle minus the motor. 25,000 casefiles were supported in 2023 and 14,000 phone calls were handled by our team. We ensure all vehicle modifications or changes to ensure the vehicles stay within compliance regulations.
• This position supports client Dealer Technicians and Body Builders.

• Tech Services support members support client dealers and body builders provide repair and diagnostic support
• Provide publications feedback to our publication's teams
• Escalate trending failure modes to Service Engineering
• Support new product launches
• Future travel to dealer locations is a possibility

• 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

• Candidate must have a solid diesel experience as well as customer service.
• Customer Service is numero uno in importance

• MS Office
• Excellent written and verbal communication skills
• Class 8 Truck experience
• Critical thinking and problem solving

DivIHN is an equal opportunity employer. DivIHN does not and shall not discriminate against any employee or qualified applicant on the basis of race, color, religion (creed), gender, gender expression, age, national origin (ancestry), disability, marital status, sexual orientation, or military status.