Sr. Customer Support Specialist

PACCAR • Lewisville, TX

2d

About The Position

Global Connected Services works to improve the PACCAR vehicle ownership experience through innovative services for connected-enabled vehicles. The Sr. Customer Support Specialist works with Kenworth and Peterbilt dealers and customers to provide exceptional support for PACCAR digital products and services. This position is located in Lewisville, Texas.

The specialist provides functional and technical support for current and future connected products and services, resolves complex cases escalated by Tier 1 and Tier 2 teams, and coordinates with Service Delivery or suppliers when needed. The role also supports account setup, customer and dealer training, communication of new features, and feedback for future product enhancements.

Requirements

• At least 3 years of experience in technical customer service, dealer support, or application troubleshooting.
• Experience responding to customer inquiries via phone, email, and ticketing systems.
• Ability to manipulate and analyze data using SQL and Tableau.
• Previous experience delivering training, webinars, and presentations.

Nice To Haves

• Bachelor's degree in Business, Marketing, Management, Communications, or a related field.
• At least 5 years of experience in technical customer service, dealer support, or application troubleshooting.
• Experience leading projects and guiding technical initiatives.
• Experience collecting user feedback to recommend future product enhancements.
• Previous experience connecting product and application issues across Tier 1, Tier 2, and Tier 3 support channels.

Responsibilities

• Provide Global Connected Services product and service support to dealers and customers through incoming and outgoing calls, emails, and support cases.
• Provide functional and technical application support for current and future connected products and services, including PACCAR Connect, Subscription Services, Battery Electric Vehicle Connectivity, Diagnostic Assistant, and Auth0.
• Use detailed systems and application knowledge to resolve complex cases escalated from Tier 1 and Tier 2 support teams.
• Escalate cases to Service Delivery and/or suppliers when necessary and ensure timely issue resolution.
• Assist with dealer and customer training onsite and/or through webinars.
• Help dealers and customers set up customer and user profiles, activate accounts, and learn about new PACCAR Connect features.
• Provide guidance on best practices and procedures while adhering to company policies.
• Provide feedback for future PACCAR Connect enhancements.

Benefits

• Fully funded pension plan.
• 401(k) with up to 5% company match.
• Employee Stock Purchase Plan (ESPP).
• At least 10 paid vacation days, 12 paid holidays, and sick time.
• Medical, dental, and vision plans for employees and their families.
• Flexible spending accounts (FSA) and health savings accounts (HSA).
• Paid short- and long-term disability, life insurance, and accidental death and dismemberment coverage.
• Tuition reimbursement for continued learning.
• Employee Assistance Program, including wellness plans, estate planning, and financial counseling.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed