Description:

Are you someone who enjoys the important technical side of the business? If yes, please continue to read more to learn about this exciting opportunity within our organization. We are excited to announce that we are hiring a Technical Support Engineer at our Greensboro location. This role will be responsible for supporting the dealer network with diagnostics and product concerns to preserve customer uptime.

Core Responsibilities:

• Manage escalated technical cases to secure high-level technical support.

• Provide an escalated level of support to dealers and the field network.

• Contribute to the key performance indicators for the technical support team.

• Proactively monitor eService case files to ensure we are providing best-in-class support.

• Act as a process contributor for dealer technical support services, as an integral part of the Uptime Center.

• Assist Truck Diagnostics Support Specialists as necessary in case resolution.

• Supervise the service support escalation process and maintain case ownership accountability.

• Collaborate with field service, Service Market Product Quality, and Quality and Engineering to provide solutions for emerging and challenging product issues as needed and develop supporting service processes and literature accordingly.

• Coach department personnel to deliver support activities through eService.

• Assist other aftermarket support teams as necessary in addressing their respective customer and dealer concerns.

• Provide frontline support for field personnel.

• Contribute toward the creation of content and promotion of the CBR solution.

• Manage case handling practices and employ continuous improvement to reduce case time and improve customer uptime.

• Support the training requirements of Dealer Technical Support using Trucks Academy, external development schools, and seminars.

• Achieve and maintain Master Technician Training Status.

• Coordinate with all other internal and external departments/suppliers as necessary to ensure effective dealer technical diagnostics and service support.

• Actively participate in and drive relevant business process and IT-related projects.

• Provide training to technical staff based on department needs.

• Decide when to send data loggers to the field, collect the data, interpret, and escalate as necessary.

• Become the technical support Subject Matter Expert for new product launches.

• Review cases to identify good solutions for the knowledge bank.

• Provide technical training monthly to technical support specialists and dealers.

• Perform all other assigned tasks.

• Travel as necessary to support customers and the dealer network.

Pay and Benefits

The pay range for this position is $25.00 - $28.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: • Medical, dental & vision• Critical Illness, Accident, and Hospital• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available• Life Insurance (Voluntary Life & AD&D for the employee and dependents)• Short and long-term disability• Health Spending Account (HSA)• Transportation benefits• Employee Assistance Program• Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a fully onsite position in Greensboro,NC.

Application Deadline

This position is anticipated to close on Mar 17, 2025.

About Actalent

Actalent is a global leader in engineering and sciences services and talent solutions. We help visionary companies advance their engineering and science initiatives through access to specialized experts who drive scale, innovation and speed to market. With a network of almost 30,000 consultants and more than 4,500 clients across the U.S., Canada, Asia and Europe, Actalent serves many of the Fortune 500.

Diversity, Equity & Inclusion

At Actalent, diversity and inclusion are a bridge towards the equity and success of our people. DE&I are embedded into our culture through:

• Hiring diverse talent

• Maintaining an inclusive environment through persistent self-reflection

• Building a culture of care, engagement, and recognition with clear outcomes

• Ensuring growth opportunities for our people

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email actalentaccommodation@actalentservices.com (%20actalentaccommodation@actalentservices.com) for other accommodation options.