Field Svc Consultant Sr

International Motors, LLC•Lisle, IL

1d•$96,800 - $145,200

About The Position

International Motors is hiring a Field Service Consultant Sr to deliver customer service and technical support. The role assists customers with product inquiries, troubleshoots technical concerns, and provides solutions to product-related issues. It provides Tier 1 and Tier 2 support by telephone, email, and chat, resolving concerns involving product installation, operation, maintenance, and compatibility while maintaining a positive customer experience. The consultant oversees equipment diagnostics, troubleshooting, service, and repair activities; serves as a technical resource and company liaison; and works with engineering, manufacturing, and internal teams to resolve complex concerns. The position also supports continuous product improvement by documenting recurring issues and product performance trends, maintaining accurate customer information, and assisting with service documentation, information tracking, billing, invoicing, and reporting. It requires a customer-focused approach, technical product knowledge, and independent judgment.

Requirements

One of the following experience and education combinations: a bachelor's degree and at least 5 years of field service engineering, automotive service, or truck service experience; a master's degree and at least 3 years of such experience; or at least 8 years of such experience.
At least 1 year of lead experience.
For candidates who are not current employees, legal authorization to work in the United States on an unrestricted basis; the employer does not anticipate providing employment-related work sponsorship.

Nice To Haves

Strong ability to diagnose, troubleshoot, and resolve complex equipment and product-related issues, including installation, operation, maintenance, and compatibility concerns.
Excellent interpersonal and communication skills, including providing professional technical support by telephone, email, and chat while maintaining positive customer relationships.
Comprehensive understanding of equipment functionality, service procedures, diagnostics, and repair processes.
Ability to independently analyze complex technical concerns, identify root causes, and recommend corrective actions.
Ability to collaborate effectively with engineering, manufacturing, service teams, and other internal stakeholders.
Strong organizational skills and experience maintaining service records, tracking recurring technical issues, and supporting billing, invoicing, and reporting.

Responsibilities

Provide advanced technical support to customers by telephone, email, and chat, addressing product inquiries, technical concerns, and service-related issues.
Diagnose and troubleshoot equipment issues involving product installation, operation, maintenance, and compatibility, and recommend corrective actions.
Oversee equipment diagnostics, troubleshooting, service, and repair activities to support operational quality and customer satisfaction.
Act as a technical resource and company liaison, collaborating with engineering, manufacturing, and internal teams to resolve complex product concerns.
Provide technical guidance and instruction on equipment operation, maintenance procedures, and product functionality.
Identify, document, and track recurring technical issues, customer concerns, and product performance trends to support continuous improvement and product quality.
Use technical knowledge and independent judgment to resolve complex customer issues, recommend best practices, and escalate concerns when appropriate.
Maintain accurate customer records and support service documentation, information tracking, billing, invoicing, and reporting.
Maintain a thorough understanding of company policies, procedures, warranty policy, and service standards to provide accurate and consistent customer support.
Build and maintain relationships with customers, dealers, and internal stakeholders to support trust, communication, and timely resolution of service concerns.