Sr. Customer Support Specialist

Paccar Winch Inc.; Lewisville (TX); On-site; USD 80,000 - 120,000; Full time

Benefits offered by this job

Fully funded pension

401(k) with company match

Employee Stock Purchase Plan (ESPP)

Paid vacation & holidays

Medical, dental, vision

FSA/HSA

Disability & life insurance

Tuition reimbursement

EAP & wellness

Job summary

PACCAR's Global Connected Services in Lewisville, TX, seeks a Senior Customer Support Specialist to support dealers and customers of PACCAR Connect and related services. You will handle inquiries via calls, emails, and tickets, and resolve complex issues with strong data skills.

Responsibilities include product and service support, training, and collaboration with Tier 1-3 teams. A 3+ year track record in technical customer service and a Bachelor's degree are preferred; a range of comprehensive

Qualifications

• 3+ years in technical customer service or dealer support.
• Experience responding to customer inquiries via phone, email, and ticketing systems.
• Experience using SQL and Tableau.
• Experience leading trainings, webinars, and presentations.

Responsibilities

• Provide product and service support for dealers and customers via calls, emails, and cases.
• Support current and future connected products and services (PACCAR Connect, etc.).
• Resolve complex cases escalated from Tier 1/2; escalate as needed for timely resolution.
• Assist with dealer/customer training onsite or via webinars.
• Help set up customer profiles and communicate new features of PACCAR Connect.
• Provide guidance on best practices and feedback for enhancements.

Skills

SQL

Tableau

Customer service

Training/Webinars

Education

Bachelor's degree

Job description

Company Information

PACCAR is a Fortune 500 company established in 1905. PACCAR Inc is recognized as a global leader in the commercial vehicle, financial, and customer service fields with internationally recognized brands such as Kenworth, Peterbilt, and DAF trucks. PACCAR is a global technology leader in the design, manufacture and customer support of premium light-, medium- and heavy-duty trucks under the Kenworth, Peterbilt and DAF nameplates and also provides customized financial services, information technology and truck parts related to its principal business.

Requisition Summary

Global Connected Services is responsible for revolutionizing the PACCAR vehicle ownership experience through the development of innovative services delivered to connected-enabled vehicles. The Sr. Customer Support Specialist works with Kenworth and Peterbilt dealers and customers to ensure exceptional customer support experience when working with PACCAR digital products and services. This position is located in Lewisville, TX.

Role Responsibilities

• Provide Global Connected Services product and service support for dealers and customers through incoming/outgoing calls, emails, and support cases.
• Provide functional and technical application support for current and future connected products and services (ie PACCAR Connect, Subscription Services, Battery Electric Vehicle Connectivity, Diagnostic Assistant, Auth0, etc.)
• Utilize detailed systems and applications knowledge to resolve complex cases escalated from Tier 1 and Tier 2 support teams
• Escalate cases to Service Delivery and/or suppliers when necessary, ensuring resolution of issues in a timely manner
• Assist with dealer and customer training onsite and/or via webinars
• Assist dealers and customers with setting up customer profiles, user profiles, activating accounts, and communication of new features in PACCAR Connect
• Provide guidance for best practices and procedures, adhering to company policies.
• Provide feedback for future enhancements to PACCAR Connect

Basic Qualifications

• 3+ years of experience in technical customer service, dealer support, or application troubleshooting.
• Experience responding to customer inquiries via phone, email, and ticketing systems.
• Ability to manipulate and analyze data using SQL and Tableau.
• Previous experience executing training, webinars, and presentations.

Preferred Qualifications

• Bachelor's degree in Business, Marketing, Management, Communications or related field.
• 5+ years of experience in technical customer service, dealer support or application troubleshooting
• Experience leading projects and guiding technical initiatives.
• Experience collecting user feedback to recommend future product enhancements.
• Previous experience connecting products and application issues across Tier 1, 2, and 3 support channels

Benefits

As a U.S. PACCAR employee, you receive a comprehensive benefits package including:

• Fully funded pension plan plus 401(k) with up to 5% company match
• Employee Stock Purchase Plan (ESPP) to invest in PACCAR stock
• Minimum 10 paid vacation days, 12 paid holidays, and sick time
• Medical, dental, and vision plans for you and your family
• Flexible spending accounts (FSA) and health savings accounts (HSA)
• Paid short- and long-term disability, life insurance, and accidental death and dismemberment coverage
• Tuition reimbursement for continued learning
• Employee Assistance Program (EAP) including wellness plans, estate planning, and financial counseling

PACCAR is an Equal Opportunity Employer/Protected Veteran/Disability. At PACCAR, we value talent and promote growth and development. We carefully consider numerous compensation factors, including your education, training, or experience. Applicants and employees for this position will not be sponsored for work authorization, including, but not limited to H-1B visas, now or in the future. The salary range for this position is $80,000 – $120,000 annually. Additionally, this role is eligible for a full range of benefit options listed above.