Technical Research Supervisor

PACCAR•Renton, WA

1d•$90,400 - $128,040

About The Position

The Technical Research Supervisor is a key leader focused on maximizing vehicle uptime and customer satisfaction. The role manages daily case support through TCS operations, assigns and prioritizes workload to ensure rapid and accurate case resolution, and helps remove roadblocks that prevent customer vehicles from returning to service. The Supervisor drives continuous improvement, develops team capabilities through coaching and training, and builds relationships with internal stakeholders and external partners to influence outcomes. The position oversees daily operations and team performance, resolves complex issues involving products, business tools, and documentation, and supports accurate, timely Knowledge Base content. It also promotes technical and problem-solving skills related to vehicle diagnostics, engineering drawings, and bills of materials, while encouraging effective use of technical documentation and business tools.

Requirements

Bachelor’s degree in Business or a related field.
At least 3 years of industry experience in customer service or leadership roles.
Excellent oral and written communication skills.
Strong customer service, communication, and problem-solving skills.
Ability to make sound decisions under pressure and act with urgency.
Proficiency in Word, Excel, and PowerPoint.
Knowledge of AS400.

Nice To Haves

Knowledge of Class 8 bills of materials, blueprint reading, and complex electrical and mechanical systems.
Six Sigma training (Belt or Champion) or equivalent analytical and problem-solving proficiency.
Familiarity with Tableau and Snowflake.
Working knowledge of Parts Online, ReportWeb, VOG, SQL Server, and Chassis Viewer.

Responsibilities

Lead a high-performance work group focused on maximizing vehicle uptime and customer satisfaction.
Assign and prioritize workloads according to case volumes to ensure rapid and accurate responses.
Communicate daily with employees about procedures, policies, and best practices.
Build positive internal and external relationships to support team and organizational goals.
Oversee daily operations to ensure TCS cases are resolved and vehicles are returned to service as quickly as possible.
Resolve complex case issues and roadblocks involving products, business tools, and documentation.
Identify process and tool gaps and recommend continuous improvement opportunities.
Maintain department training requirements and ensure certifications remain current.
Ensure Knowledge Base articles are created, updated, and uploaded accurately and on time.
Measure and manage daily, monthly, and yearly performance goals and team metrics.
Coach team members to improve performance and consistency.
Lead continuous improvement projects targeting team goals, metrics, and customer outcomes.
Support skills development through training plans and certification maintenance.
Encourage development of technical and problem-solving skills related to vehicle diagnostics, engineering drawings, and bills of materials.
Promote effective use of business tools and technical documentation.
Support Six Sigma capability development and strong analytical and problem-solving practices.

Benefits

Fully funded pension plan providing monthly benefits after retirement.
Paid time off, including at least 10 paid vacation days, 12 paid holidays, and sick time; additional vacation days are provided with increased seniority or years of service.
Tuition reimbursement for continued education.
Medical, dental, and vision plans for employees and their families.
Flexible spending accounts (FSA) and health savings account (HSA).
Paid short- and long-term disability programs.
Life and accidental death and dismemberment insurance.
EAP services, including wellness plans, estate planning, and financial counseling.
Holiday gift eligibility.
401(k) with up to a 5% company match.