Senior Vehicle Diagnostics & Remote Support Analyst

International; Colorado; On-site; USD 80,000 - 110,000; Full time

Job summary

International Senior Technical Support Analyst provides expert diagnostic and repair support to International & IC Bus dealers, body builders, and other approved customers across Powertrain, Chassis / Electrical / Zero Emissions, and Vehicle Programming. This role handles highly technical product concerns through case files, phone, and remote sessions, and documents findings for escalation as needed.

Travel onsite for training or support, maintain current technical knowledge, and contribute to

Qualifications

• Bachelor's degree and at least 1 year of field service engineering, automotive service or truck service experience
• Master's degree with no experience acceptable
• 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

Diagnostic skills

Repair expertise

Remote support

CRM systems

Technical communication

Field service

Travel onsite

Education

Bachelor's degree

Master's degree

Tools

Case management system

Remote diagnostic tools

Diagnostic software

Job description

International Senior Technical Support Analyst provides expert diagnostic and repair support to International & IC Bus dealers, body builders, and other approved customers across Powertrain, Chassis / Electrical / Zero Emissions, and Vehicle Programming. This role handles highly technical product concerns through case files, phone, and remote sessions, and documents findings for escalation as needed.

Travel onsite for training or support, maintain current technical knowledge, and contribute to