Field Service Consultant Senior

International; Lisle (IL); On-site; USD 97,000 - 145,000; Full time

Benefits offered by this job

Competitive benefits

Job summary

International Motors, based in Lisle, Illinois, is seeking a Field Service Consultant Sr. to deliver expert customer support and technical guidance.

You will handle Tier 1 and 2 inquiries by phone, email, and chat, diagnose complex equipment issues, and collaborate with engineering and manufacturing to drive product quality improvements. The role requires a strong customer focus, excellent communication, and the ability to document issues, track metrics, and assist with billing and reporting.

Qualifications

• Bachelor's degree in a relevant field and 5+ years of field service engineering, automotive service or truck service experience.
• Master's degree and 3+ years of field service experience, plus lead experience.
• 8+ years of field service engineering experience and 1+ year lead experience.

Responsibilities

• Provide advanced technical support via telephone, email, and chat for product inquiries and service issues.
• Diagnose and troubleshoot complex equipment issues related to installation, operation, maintenance, and compatibility.
• Oversee diagnostics, troubleshooting, service, and repair to ensure quality and customer satisfaction.
• Collaborate with engineering, manufacturing, and internal teams to resolve complex product concerns.
• Inform customers on proper operation, maintenance, and product functionality.

Skills

Technical Troubleshooting

Customer Service

Communication

Cross-Functional Collaboration

Problem-Solving

Documentation & Reporting

Education

Bachelor's degree and 5+ years field service experience

Master's degree and 3+ years field service experience

8+ years field service experience

Job description

Position Overview

International Motors has an exciting opportunity for a Field Service Consultant Sr. This position plays a key role in delivering exceptional customer service and technical support by assisting customers with product inquiries, troubleshooting technical concerns, and providing effective solutions to product-related issues.

The Field Service Consultant Sr. serves as a resource for customers, providing Tier 1 and Tier 2 support through telephone, email, and chat communications. This role works closely with customers to resolve concerns related to product installation, operation, maintenance, and compatibility while ensuring a positive customer experience.

The ideal candidate will bring strong interpersonal skills, technical product knowledge, and a customer-focused approach to problem-solving. Additionally, this position supports continuous product improvement by documenting recurring technical issues, maintaining accurate customer information, and assisting with information tracking, billing, invoicing, and reporting activities.

Responsibilities

• Provide advanced technical support to customers through telephone, email, and chat, addressing product inquiries, technical concerns, and service-related issues.

• Diagnose and troubleshoot complex equipment issues related to product installation, operation, maintenance, and compatibility, recommending effective corrective actions.

• Oversee equipment diagnostics, troubleshooting, service, and repair activities to ensure operational quality and customer satisfaction.

• Serve as a technical resource and company liaison for customers, collaborating with engineering, manufacturing, and internal teams to resolve complex product concerns.

• Provide customers with technical guidance and instruction on proper equipment operation, maintenance procedures, and product functionality.

• Identify, document, and track recurring technical issues, customer concerns, and product performance trends to support continuous improvement and product quality initiatives.

• Utilize advanced technical knowledge and independent judgment to resolve complex customer issues, recommend best practices, and escalation when appropriate.

• Maintain accurate customer records and support administrative activities, including service documentation, information tracking, billing, invoicing, and reporting.

• Develop and maintain a thorough understanding of International Motors' policies, procedures, warranties policy, and service standards to ensure accurate guidance and consistent customer support.

• Build and maintain strong relationships with customers, dealers, and internal stakeholders to foster trust, effective communication, and timely resolution of service-related concerns.

Minimum Requirements

• Bachelor's degree and at least 5 years of field service engineering, automotive service or truck service experience

• At least 1 years of lead experience

OR

• Master's degree and at least 3 years of field service engineering, automotive service or truck service experience

• At least 1 years of lead experience

OR

• At least 8 years of field service engineering, automotive service or truck service experience

• At least 1 years of lead 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

• Technical Troubleshooting: Strong ability to diagnose, troubleshoot, and resolve complex equipment and product-related issues, including installation, operation, maintenance, and compatibility concerns.

• Customer Service & Communication: Excellent interpersonal and communication skills with the ability to provide professional technical support through telephone, email, and chat while maintaining positive customer relationships.

• Technical Product Knowledge: Comprehensive understanding of equipment functionality, service procedures, diagnostics, and repair processes, with the ability to provide effective technical guidance.

• Problem-Solving & Critical Thinking: Demonstrated ability to independently analyze complex technical concerns, identify root causes, and recommend effective corrective actions.

• Cross-Functional Collaboration: Ability to work effectively with engineering, manufacturing, service teams, and other internal stakeholders to resolve customer concerns and improve product quality.

• Documentation & Reporting: Strong organizational skills with experience maintaining accurate service records, tracking recurring technical issues, and supporting billing, invoicing, and reporting activities.

Benefits and Compensation

• 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.

Salary Minimum: USD $96,800.00/Yr.

Salary Maximum: USD $145,200.00/Yr.

Company Overview

About TRATONWith its brands Scania, MAN, International, and Volkswagen Truck & Bus, TRATON SE is the parent and holding company of the TRATON GROUP (https://traton.com/) and one of the world’s leading commercial vehicle manufacturers. The Group’s product portfolio comprises trucks, buses, and light-duty commercial vehicles. "Transforming Transportation Together. For a sustainable world.": this intention underlines the Company’s ambition to have a lasting and sustainable impact on the commercial vehicle business and on the Group’s commercial growth.

About InternationalFrom a one-man company built on the world-changing invention of the McCormick reaper in 1831, to the 15,000-person-strong company we are today,few companies can lay claim to a history like International. Based in Lisle, Illinois, International Motors, LLC* creates solutions that deliver greater uptime and productivity to our customers throughout the full operation of our commercial vehicles. We build International® trucks and engines and IC Bus® school and commercial buses that are as tough and as smart as the people who drive them. We also develop Fleetrite® aftermarket parts. In everything we do, our vision is to accelerate the impact of sustainable mobility to create the cleaner, safer world we all deserve. As of 2021, we joined Scania, MAN and Volkswagen Truck & Bus in TRATON GROUP, a global champion of the truck and transport services industry. To learn more, visit International.com.

*International Motors, LLC is d/b/a International Motors USA in Illinois, Missouri, New Jersey, Ohio, Texas, and Utah.

EEO Statement

We are an Equal Opportunity Employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

If you are a qualified individual with a disability and request a reasonable accommodation to access the online application system or participate in the interview process due to your disability, please [e-mail] request assistance. Kindly specify Job Requisition Number / Job Title and Location in response. Otherwise, your request may not be considered.