Technical Support Specialist
Answers the ICTA Technical Assistance Line and assists dealer technicians in resolving current service issues to ensure customer satisfaction. Maintains information in the database for analysis of potential product and training issues, and provides field failure information to ICTA Technical Groups. Provides professional, courteous, and quality dealer contacts. Assists technicians in repairing vehicles with minimal amount of downtime. Establishes relations with suppliers and distributors of ICTA products. Investigates, tracks, and resolves product issues as well as compiles data and provides reports. Reviews technical data and literature for accuracy and coherence. Provides technical support to ICTA field organization and customer assistance.
Requires Associates degree in truck/automotive field, Mechanical Engineering, or equivalent directly related work experience; minimum of Basic Level ASE certification and three years dealer level work experience in service and repair. Also requires diesel, gas, powertrain, chassis, cab, electrical systems product knowledge, strong mechanical and electrical knowledge and knowledge of application engineering. Must have the ability to evaluate, diagnose, and repair a vehicle; basic PC skills in Windows applications; and good verbal and written communication skills. Frequent lifting of light to average objects (5-60 lbs.) and occasional instances requiring lifting of heavy objects (over 60 lbs.). Occasional exposure to heat, cold, grease, exhaust fumes, dirt fields, etc. Position requires light travel (approximately 10% time) including possible overnight stays.