Technical Support Manager

International Motors, LLC•Lisle, IL

About The Position

The Technical Support Manager leads one or more technical support teams responsible for providing diagnostic, repair, and service support to International & IC Bus dealers, body builders, and other approved customers. This role oversees highly technical support operations across multiple product and service domains, ensuring timely, accurate resolution of complex vehicle and system issues. The manager drives team performance, builds technical capability, and partners cross-functionally with engineering, product development, service tools, training, and publications teams to improve diagnostic effectiveness, reduce downtime, and enhance the dealer experience. The Technical Support Manager is accountable for operational performance, team development, customer satisfaction, and continuous improvement across their assigned line(s) of business. Technical Support Managers may lead one or more of the following teams depending on business need Powertrain Support, Chassis / Electrical / Zero Emissions Support, Vehicle Programming Support, Technical Parts Support or Product Support.

Requirements

Bachelor's degree and at least 4 years of Dealer Support, Service Operations, or Field Service Engineering experience OR Master's degree and at least 2 years of Dealer Support, Service Operations, or Field Service Engineering experience OR At least 6 years of Dealer Support, Service Operations, or Field Service Engineering experience
Qualified candidates, excluding current employees, must be legally authorized on an unrestricted basis (US Citizen, Legal Permanent Resident, Refugee or Asylee) to be employed in the United States.
We do not anticipate providing employment related work sponsorship for this position (e.g., H-1B status)

Nice To Haves

At least 2 years of leadership or management experience
Experience supporting commercial vehicles (Class 4–8 truck or bus) across mechanical, electrical, software, or system domains
Experience leading technical support, contact center, or field service teams
Strong knowledge in one or more domain areas: powertrain, electrical systems, vehicle programming, or parts support
Experience with diagnostic tools, service software, and/or programming systems
Experience working with case management or CRM platforms
Strong analytical, problem-solving, and decision-making skills
Ability to influence and collaborate with cross-functional teams
Excellent communication, coaching, and leadership skills
Experience supporting new product launches, evolving technologies, or zero-emission vehicle systems

Responsibilities

Lead and manage a team of Technical Support Analysts, ensuring high-quality diagnostic and customer support across all channels (case files, phone, email, chat, and remote sessions)
Hire, develop, coach, and retain talent to build a high-performing, technically capable team
Monitor team performance against key operational metrics (case volume, response time, resolution time, quality, and customer satisfaction) and implement action plans to drive improvement
Support escalation pathways for complex, high-impact, or emerging technical issues and ensure appropriate collaboration with Tier 2, Engineering, and Product teams
Identify and communicate product trends, failure modes, and systemic issues to improve product quality and field performance
Partner with cross-functional teams (Engineering, Service Tools, Publications, Training, Quality, and Field Service) to improve diagnostics, repair guidance, and service readiness
Drive continuous improvement initiatives that increase efficiency, reduce case volume, and enhance first-contact resolution
Ensure teams are trained and prepared to support new product launches, system updates, and evolving technologies
Identify gaps in technical documentation, diagnostics, and training materials and drive improvements to support dealer success
Foster a culture of accountability, collaboration, and customer focus aligned to organizational goals