Telematics Tech Support Engineer — Escalations Expert

Diversified Services Network, Inc.; Mossville (PA); On-site; USD 70,000 - 81,000; Full time

Benefits offered by this job

401(k)

Dental insurance

Vision Insurance

Disability insurance

Employee assistance program

Health insurance

Health savings account

Life insurance

Paid time off

Paid Holidays

Job summary

Diversified Services Network, Inc. in Mossville, IL, is looking for a Telematics Technical Support Engineer to join our team and act as the Tier 2 escalation resource for complex telematics issues in a global heavy equipment portfolio.

You will diagnose and troubleshoot telematics remotely with dealers, coordinate with Product Support and Engineering, and drive timely resolutions to improve customer outcomes and service reliability.

Qualifications

• Bachelor's degree in Computer Science, Software Engineering, or a related field.
• 1–2 years of relevant experience; internship experience is accepted.
• Basic understanding of troubleshooting theory.
• Electrical background with the ability to read and interpret schematics.
• Understanding of J1939, Ethernet, and Modbus protocols.
• Ability to leverage data sources, including AI tools, to research and solve technical problems.
• Strong technical communication skills, both written and verbal.

Responsibilities

• Take ownership of escalated telematics tickets from Tier 2 Customer Support counterparts seeking advanced technical expertise.
• Diagnose and troubleshoot telematics and connectivity issues remotely, working directly with dealers to gather information and implement solutions.
• Resolve routine issues independently and elevate critical issues internally, partnering with the Technology Service Engineering team to define guidance and next steps for Engineering.
• Collaborate with peers and cross-functional Product Support and Engineering teams to drive timely resolution of complex issues.

Skills

Troubleshooting

Technical communication

Telematics basics

Cross-functional collaboration

Education

Bachelor's degree in Computer Science or related field

Job description

Diversified Services Network, Inc. in Mossville, IL, is looking for a Telematics Technical Support Engineer to join our team and act as the Tier 2 escalation resource for complex telematics issues in a global heavy equipment portfolio.

You will diagnose and troubleshoot telematics remotely with dealers, coordinate with Product Support and Engineering, and drive timely resolutions to improve customer outcomes and service reliability.