Technical Support Engineer

We are seeking a Lead Technical Support Engineer to provide specialized technical assistance to dealers and key stakeholders, facilitating the resolution of complex product issues and workshop tooling challenges. As a Lead Engineer, you will serve as a subject matter expert in product diagnostics, root cause analysis, and field support-ensuring high product quality and maximum uptime for our customers., * Technical Problem Solving: Provide advanced technical support for complex issues reported across regional markets.

• Field Support & Visits: Travel to customer sites and regional markets as needed to perform hands-on technical troubleshooting and direct support.
• Root Cause & Containment: Conduct thorough root cause analysis for product quality issues, define immediate containment actions, and evaluate long-term solution effectiveness.
• Data Diagnostics: Utilize advanced data acquisition and analysis tools to diagnose, analyze, and resolve vehicle system issues.
• Training & Mentorship: Provide technical guidance and on-site training for customer support and service personnel.

Experience: Minimum of 6+ years of relevant technical support, engineering, or heavy-duty service experience.

• Expert Technical Knowledge:
• Advanced expertise in the design, development, and troubleshooting of Class 8 heavy-duty truck systems (powertrain, chassis, and electrical/electronic systems).
• Deep proficiency in data acquisition and data analysis tools for vehicle diagnostics.
• Workshop Practices: In-depth knowledge of North American workshop service practices, repair procedures, and diagnostic tooling.

• Mindset & Approach: Strongly data-driven and process-oriented with a continuous improvement mindset.

• This position offers reporting location flexibility out of either Greensboro, NC or Hagerstown, MD.