Description

Are 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.

Core 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 we are providing best in class support

 Process contributor for dealer technical support services, as in 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 as needed 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 their respective customer and dealer

concerns.

 Frontline support for field personnel

 Contribute toward 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 all other internal and external departments/suppliers as necessary to ensure effective

dealer technical diagnostics and service support.

 Actively participate in and drive where appropriate relevant business process and IT related projects.

 Provide training to technical based on department needs

 Decide when to send data loggers to the field, collect the data, interpret, and escalate as necessary

 Become 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 specialist and dealers

 Perform all other assigned tasks

 Travel as necessary to support customers and dealer network

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Position Profile

Technical Support Engineer

Critical Competencies

 Strong organizational and adaptability skills with the talent to lead, prioritize and work effectively on multiple

tasks in a fast-paced environment.

 Expert talent management to gain the most benefit from existing skill sets and SMEs.

 Strong interpersonal skills within and outside the department.

 Strong oral and written communication skills.

 Business and Customer Focus

 Ownership/Accountability

 Problem Solving/Decision Making

 Technical/Functional Expertise

 Analytical Thinking

 Concern for Order, Quality, and Accuracy

 External & Internal Relationships/Networking

 Excellent negotiating skills supported by strong written and verbal communication skills.

 Innovative problem solving, research and analytical skills.

 Demonstrated energy, drive, and courage to lead through effective conflict management and change

facilitation.

 Accuracy and timeliness in the performance of duties.

 High level of technical and business knowledge

 Progressive management practices to optimize performance of the overall team and individual team

members.

 Lead with passion by valuing and respecting the opinions and ideas of others, show empathy and genuine

care in all interactions, embrace diversity by engaging and including everyone at every level.

 Perform with purpose by articulating clear goals and expectations through open, authentic, and frequent

communication/feedback. Empowering the team to take decisions and recognize successes and learn

from mistakes. Prioritize and deliver results that make a difference to our employees and our customers.

 Transform with vision by looking for better ways and outcomes, embrace change and have a sustainability

mindset

Who are you?

 You hold a bachelor’s degree in Mechanical Engineering or Electrical will be preferred

 You could also have an Associate Degree in Diesel/Automotive Technology with 5+ years’ experience in

the related field.

You will also have experience with the following to be the best candidate:

 Automotive technical knowledge preferred in a combination with practical experience.

 5+ years’ experience in technical automotive industry

 Dealer/Fleet/OE Service Department experience is preferred

 Having good product knowledge and end-user application knowledge is an added advantage

 Training and coaching skills

We believe in the importance of diversity

position typically requires 2 to 5 years relevant experience Technical Support Engineer work focuses on provide specialized technical assistance to dealers and Group stakeholders in order to facilitate resolution to complex product technical concerns and workshop tools. May provide onsite training for customer support personnel.. On Professional level applies practical knowledge typically obtained through education and work experience position typically requires 2 to 5 years relevant experience. May require the following proficiency: Works independently with general supervision. Problems faced are difficult but typically not complex. Â ÂMay influence others within the job area through explanation of facts policies and practices.

Skills

troubleshooting, technical support, field service, Creo View, mechanical, dealership, dealer, OEM

Top Skills Details

troubleshooting,technical support,field service,Creo View,mechanical,dealership,dealer,OEM

Additional Skills & Qualifications

Hold a bachelor’s degree in Mechanical Engineering or Electrical will be preferred

You could also have an Associate Degree in Diesel/Automotive Technology with 5+ years’ experience in

the related field.

You will also have experience with the following to be the best candidate:

Automotive technical knowledge preferred in a combination with practical experience.

5+ years’ experience in technical automotive industry

Dealer/Fleet/OE Service Department experience is preferred

Having good product knowledge and end-user application knowledge is an added advantage

Training and coaching skills

Experience Level

Entry Level

Pay and Benefits

The 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 Type

This is a fully onsite position in Greensboro,NC.

Application Deadline

This 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 for other accommodation options.