Senior Technical Support Analyst

International; Lisle (IL); Hybrid; USD 80,000 - 110,000; Full time

Job summary

International in Lisle, Illinois is seeking a Senior Technical Support Analyst to provide expert diagnostic and repair support across Powertrain, Chassis / Electrical / Zero Emissions, and Vehicle Programming. You will handle case files, calls, and remote sessions, helping technicians resolve issues efficiently and documenting findings.

The role requires strong diagnostic and communication skills, experience with automotive service or field service, and the ability to travel up to 10% for

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 for highly technical vehicle issues across Powertrain, Chassis / Electrical / Zero Emissions, and Vehicle Programming.
• Respond to support requests via case files, phone, email or chat, and remote diagnostic sessions.
• Troubleshoot complex mechanical, electrical, electronic, software, programming, or system integration concerns and recommend corrective actions.
• Document customer interactions, technical findings, repair directions, and recurring issues in the case management system.
• Escalate complex issues to Tier 2 support or internal stakeholders as needed.
• Identify emerging product trends, failure modes, and process gaps to support quality improvement.
• Provide feedback to publications, training, service tools to improve diagnostics and repair information.
• Support continuous improvement initiatives to reduce case volume and improve dealer experience.
• Maintain current technical knowledge through training and product updates.
• Travel onsite to dealer or company locations for training or support as needed.

Skills

Diagnostics experience

Remote support

Dealer/service support

CRM/ticketing

MS Office

Communication skills

Team collaboration

Education

Bachelor's degree

Master's degree

Tools

Diagnostic tools

Programming tools

Windows-based apps

CRM systems

Job description

Position Overview

The Senior Technical Support Analyst provides expert diagnostic and repair support to International & IC Bus dealers, body builders, and other approved customers across one or more technical support lines of business, including Powertrain, Chassis / Electrical / Zero Emissions, and Vehicle Programming. This role supports highly technical product concerns through case files, phone calls, and remote support sessions. The Senior Technical Support Analyst helps technicians resolve issues efficiently, documents recurring problems and trends, partners with internal teams to improve service information and repair guidance, and escalates complex or emerging issues when needed

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.

Team Scope

• Powertrain: Supports engine, aftertreatment, driveline, transmission, and related diagnostic and repair concerns.
• Chassis / Electrical / Zero Emissions: Supports chassis, electrical, brake, body builder, and zero-emissions vehicle systems.
• Specific product focus may vary based on team assignment, business need, and candidate background.

Minimum Requirements

OR

• Bachelor's degree and at least 1 year of field service engineering, automotive service or truck service experience

OR

• Master's degree and no experience

OR

• At least 3 years of field service engineering, automotive service or truck service 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

• Hands‑on experience with Class 4-8 truck, bus, diesel, electrical, electronic, software, or vehicle programming diagnostics.
• Experience supporting dealer or field service operations, technical case management, contact center operations, or remote technical troubleshooting.
• Experience with commercial vehicle diagnostic tools, service software, programming tools, or Windows-based technical applications.
• Experience using case management, CRM, or ticketing systems to document and manage technical support activity.
• Knowledge of Microsoft Office applications including Outlook, Excel, and PowerPoint.
• Strong critical thinking, troubleshooting, written communication, and customer service skills.
• Experience collaborating with engineering, publications, training, service tools, or other cross-functional support teams.
• Remote support experience using screen sharing, remote diagnostic, or remote desktop tools is a plus.
• For Powertrain-focused openings, strong diesel and customer service experience is highly preferred.
• For Chassis / Electrical / Zero Emissions-focused openings, experience with electrical systems, brakes, body builder support, or EV systems is a plus.
• For Vehicle Programming-focused openings, experience with module programming, service software, Windows administration, remote support tools, and diagnostic applications is a plus.

Work Arrangement and Travel

• Must be able to travel to Lisle, Illinois and/or Woodridge, Illinois for initial training and periodic business needs.
• Remote work may be available after initial training, subject to business needs and company policy.
• Up to 10% travel may be required depending on team assignment and business needs.

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.

Company Overview

About TRATON

With its brands Scania, MAN, International, and Volkswagen Truck & Bus, TRATON SE is the parent and holding company of the TRATON GROUP 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 International

From 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 require 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.