Vehicle Support Specialist

Job Description

An employer in the Greater Seattle Area is searching for a Vehicle Support Specialist to join their customer support team. This company is a global provider of aftermarket parts and services to support dealers worldwide. This includes 18 distribution centers globally that support 2,200 dealerships and over 1,000,000 customers. Aftermarket support includes world-class customer centers that deliver industry-leading uptime in conjunction with our outstanding supply chain that delivers record levels of inventory availability for dealers and customers. In this role, the ideal candidate will be responsible for the following: provide direct technical support to Dealer Technicians by identifying customer concerns and reviewing prior troubleshooting results, provide rapid and accurate technical and diagnostic support using our internal case management tool TCS 365; following on repair progress to ensure maximum uptime in returning trucks to service; provide Software Support on engine applications that require special approvals, additional research or are regulated by government agencies. Provide instructions and updates to dealer technicians on these situations; work with multiple divisions to certify and test new diagnostic tools or improvements to existing tools and support continuous improvement teams; escalate complex issues to Field Service Engineers, Advanced Diagnostic Engineering, Technical Document Specialists, Customer Service Managers, and Internal Management Team; provide detailed documentation to appropriate divisions regarding product quality and improvements. Report proper customer concerns; maintain all Engine Certifications and stay up to date on current systems and technologies; identify opportunities for continuous improvement.

Skills and Requirements

3+ years of experience in vehicle and diesel engine diagnostics OR 5+ years of general service technician experience Fundamental understanding of mechanical systems and demonstrated ability to accurately and efficiently diagnose component and/or system failures Fundamental understanding of electrical system theory, and demonstrated ability to diagnose and troubleshoot system faults Knowledge of industry diagnostic tools and current EPA requirements including OBD (On Board Diagnostics) Strong customer service and negotiation skills Able to maintain technical certifications Ability to handle multiple tasks and produce high volume/high-quality output Strong PC skills and strong knowledge of Microsoft Office Suite Technical Degree and/or bachelor’s degree preferred Dealership background Leadership experience within tech

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].