Senior Vehicle Diagnostics & Support Specialist

International; Washington; On-site; USD 85,000 - 110,000; Full time

Job summary

International is seeking a Senior Technical Support Analyst to provide expert diagnostic and repair guidance across Powertrain, Chassis/ Electrical / Zero Emissions, and Vehicle Programming for dealers and approved customers. You will handle cases, phone and remote sessions, document findings, and escalate when needed.

The role emphasizes rapid issue resolution, collaboration with engineering and training teams, and ongoing learning to stay current with product updates.

Qualifications

• 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

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.
• Travel onsite to dealer or company locations for training or support when needed.

Skills

Clear communication

Independent working

Vehicle diagnostics

Remote support

CRM case management

Cross-functional collaboration

Windows administration

Education

Bachelor's degree in automotive engineering or related field

Master's degree in engineering

Tools

Diagnostic tools

Remote support tools

CRM systems

Windows administration

Service software

Job description

International is seeking a Senior Technical Support Analyst to provide expert diagnostic and repair guidance across Powertrain, Chassis/ Electrical / Zero Emissions, and Vehicle Programming for dealers and approved customers. You will handle cases, phone and remote sessions, document findings, and escalate when needed.

The role emphasizes rapid issue resolution, collaboration with engineering and training teams, and ongoing learning to stay current with product updates.