Senior Tech Support Engineer - Commercial Vehicles

International Motors, LLC; Lisle (IL); Hybrid; USD 90,000 - 120,000; Full time

Job summary

International Motors, LLC seeks a Senior Technical Support Analyst to provide expert diagnostic and repair support for International & IC Bus dealers, body builders, and other customers across Powertrain, Chassis/Electrical/Zero Emissions, and Vehicle Programming. You will resolve issues, document trends, and escalate complex cases as needed.

The role involves case management, remote sessions, and coordinating with internal teams to improve service information and repair guidance.

Qualifications

• Bachelor's degree and at least 1 year of field service engineering, automotive service or truck service experience.
• Master's degree and no experience
• At least 3 years of field service engineering, automotive service or truck service experience

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.

Skills

Diagnostics

Remote support

CRM systems

Microsoft Office

Troubleshooting

Customer service

Team collaboration

Diesel engines

Education

Bachelor's degree

Master's degree

3+ years field service experience

Tools

Case management system

CRM software

Windows-based applications

Diagnostic tools

Job description

International Motors, LLC seeks a Senior Technical Support Analyst to provide expert diagnostic and repair support for International & IC Bus dealers, body builders, and other customers across Powertrain, Chassis/Electrical/Zero Emissions, and Vehicle Programming. You will resolve issues, document trends, and escalate complex cases as needed.

The role involves case management, remote sessions, and coordinating with internal teams to improve service information and repair guidance.