Vehicle Support Center Technical Lead
About The Position
Lead a world-class technical support team as the Technical Lead at PACCAR Parts’ 24/7/365 Vehicle Support Center (VSC). Based in Renton, Washington, you’ll support 20+ high performing VSC Specialists across three strategic locations – PACCAR Parts Renton, PACCAR North Texas, and PACCAR Parts India – providing comprehensive technical direction and support in a fast-changing environment. In this role, you’ll be the subject matter expert for PACCAR Powertrain and Emission Systems, Chassis Multiplex Architecture, and Supporting Electrical Systems. Responsibilities include supporting team members by seeking out, developing, and disseminating technical direction, consulting specialists and managing internal escalations, and leading the specialist training team. Success in this position requires exceptional technical knowledge and experience, excellent communication to coach team members and to facilitate cross-division collaboration, and the demonstrated ability to package complex technical content into clear, concise, and actionable case recommendations.
Requirements
- Bachelor’s degree in a related field required
- Ability to earn and maintain the PACCAR Engine and Electrical Certification
- 3+ years of experience in vehicle and diesel engine diagnostics required
- Strong understanding of automotive/diesel OEM software programming and network diagnostics and troubleshooting
- Demonstrated strength in coaching and mentoring to attain team goals
- Ability to effectively communicate at all levels up to and including senior leadership
- Ability to multitask and produce high volume/high quality output
- Willingness to work in 24/7/365 environment, adapt to changing schedules and requirements
- Ability to work under limited supervision, make sound decisions under pressure
- Strong PC skills including Microsoft Office
- Exceptional written & verbal communication skills
Responsibilities
- Be the subject matter expert for entire scope of VSC technical support and be the point of contact for all specialist case consulting
- Provide direct Tier 1 technical support to Dealer Technicians by identifying customer concerns, reviewing troubleshooting results, and providing timely and accurate support using our internal case management tool TCS 365.
- Escalate complex issues to Division Field Service, Field Service Engineers, Advanced Diagnostic Engineering, Technical Document Specialists, Customer Service Managers, and Internal Management Team as appropriate
- Follow-up repair progress to ensure maximum uptime in returning trucks to service
- Lead daily stand-up meeting content and delivery, develop and lead internal escalation processes, and identify, report, and monitor internal system outages
- Liaise cross-divisionally to deliver and gather relevant information to support case handling efficiency and case reduction initiatives
- Contribute to development and maintenance of training program and documentation
- Compile technical content to develop standard work procedures for case management
- Manage reporting for trending Field issues and present findings during Organizational meetings
- Maintain all PACCAR Engine and Electrical Certifications and stay up to date on current systems and technologies
- Provide technical guidance to VSC Supervisors and Manager as needed, contributing to department strategy
- Collaborate closely with other VSC Technical Lead(s) to maintain consistency and operational excellence
- Identify and lead continuous improvement initiatives
Benefits
- Fully funded pension plan that provides monthly benefits after retirement
- Comprehensive paid time off – minimum of 10 paid vacation days (additional days are provided with additional seniority/years of service), 12 paid holidays, and sick time
- Tuition reimbursement for continued education
- Medical, dental, and vision plans for you and your family
- 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, financial counseling and more
- This position is eligible for a holiday gift
- 401k with up to a 5% company match
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
