Job Title: Technical Support Engineer ProfessionalJob DescriptionAre you someone who enjoys the important technical side of the business? If yes, please continue to read more to learn about this exciting opportunity within our Uptime and Customer Support organization. We are excited to announce that we are hiring a Technical Support Engineer at our Greensboro location. This role will be responsible to support the dealer network with diagnostics and product concerns to preserve customer uptime.Responsibilities
Manage escalated technical cases to secure high level technical support.
Provide an escalated level of support to dealers and the field network.
Contribute to the key performance indicators for the technical support team.
Proactively monitor eService case files to ensure best in class support.
Act as a process contributor for dealer technical support services, as an integral part of the Uptime Center.
Assist Truck Diagnostics Support Specialists as necessary in case resolution.
Supervise the service support escalation process and maintain case ownership accountability.
Collaborate with field service, Service Market Product Quality, and Quality and Engineering to provide solutions for emerging and challenging product issues and develop supporting service processes and literature accordingly.
Coach department personnel to deliver support activities through eService.
Assist other aftermarket support teams as necessary in addressing customer and dealer concerns.
Provide frontline support for field personnel.
Contribute towards the creation of content and promotion of the CBR solution.
Manage case handling practices and employ continuous improvement to reduce case time and improve customer uptime.
Support the training requirements of Dealer Technical Support using Trucks Academy, external development schools, and seminars.
Achieve and maintain Master Technician Training Status.
Coordinate with internal and external departments/suppliers as necessary to ensure effective dealer technical diagnostics and service support.
Actively participate in and drive relevant business process and IT related projects.
Provide training to technical personnel based on department needs.
Decide when to send data loggers to the field, collect the data, interpret, and escalate as necessary.
Act as the technical support Subject Matter Expert for new product launches.
Review cases to identify good solutions for the knowledge bank.
Provide technical training monthly to technical support specialists and dealers.
Perform all other assigned tasks.
Travel as necessary to support customers and dealer network.
Essential Skills
Bachelor’s degree in Mechanical Engineering or Electrical Engineering preferred.
5+ years’ experience in the technical automotive industry.
Automotive technical knowledge combined with practical experience.
Dealer/Fleet/OE Service Department experience preferred.
Strong product knowledge and end-user application knowledge.
Training and coaching skills.
Strong interpersonal skills within and outside the department.
Strong oral and written communication skills.
Business and customer focus.
Ownership/Accountability.
Problem-solving and decision-making skills.
Technical/Functional expertise.
Analytical thinking.
Concern for order, quality, and accuracy.
Strong negotiating skills supported by excellent written and verbal communication skills.
Innovative problem-solving, research, and analytical skills.
Demonstrated energy, drive, and courage to lead through effective conflict management.
Additional Skills & Qualifications
Experience with Creo View and mechanical systems.
Experience in Diesel/Automotive Technology.
Experience working independently with general supervision.
Ability to influence others within the job area through explanation of facts, policies, and practices.
Progressive management practices to optimize team performance.
Work EnvironmentYou will work at the Uptime Center and have an assigned cubicle. The role requires onsite presence Monday through Friday, from 8 AM to 5 PM. No weekend work is expected.Pay and BenefitsThe pay range for this position is $25.00 - $28.00/hr.Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave)Workplace TypeThis is a fully onsite position in Greensboro,NC.Application DeadlineThis position is anticipated to close on Mar 17, 2025.About Actalent Actalent is a global leader in engineering and sciences services and talent solutions. We help visionary companies advance their engineering and science initiatives through access to specialized experts who drive scale, innovation and speed to market. With a network of almost 30,000 consultants and more than 4,500 clients across the U.S., Canada, Asia and Europe, Actalent serves many of the Fortune 500.Diversity, Equity & Inclusion At Actalent, diversity and inclusion are a bridge towards the equity and success of our people. DE&I are embedded into our culture through:
Hiring diverse talent
Maintaining an inclusive environment through persistent self-reflection
Building a culture of care, engagement, and recognition with clear outcomes
Ensuring growth opportunities for our people
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email actalentaccommodation@actalentservices.com (%20actalentaccommodation@actalentservices.com) for other accommodation options.