An employer in the Greater Seattle Area is searching for a Vehicle Support Specialist to join their customer support team. This company is the global provider of aftermarket parts and services to support dealers around the world. This includes 18 distribution centers globally that support 2,200 dealerships and over 1,000,000 customers. Aftermarket support includes world class customer centers that deliver industry leading uptime in conjunction with our outstanding supply chain that delivers record levels of inventory availability for dealers and customers. In this role, the ideal candidate will be responsible for the following: provide direct technical support to Dealer Technicians by identifying customer concerns and reviewing prior troubleshooting results, in order to provide rapid and accurate technical and diagnostic support using our internal case management tool TCS 365; follow-up on repair progress to ensure maximum uptime in returning trucks to service; provide Software Support on engine applications that require special approvals, additional research or are regulated by government agencies. Provide instructions and updates to dealer technicians on these situations; work with multiple divisions to certify and test new diagnostic tools or improvements to existing tools and support continuous improvement teams; escalate as appropriate complex issues to Field Service Engineers, Advanced Diagnostic Engineering, Technical Document Specialists, Customer Service Managers, and Internal Management Team; provide detailed documentation to appropriate divisions regarding product quality and improvements. Report as appropriate customer concerns; maintain all Engine Certifications and staying up to date on current systems and technologies; identify opportunities for continuous improvement.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to
HR@insightglobal.com.
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3+ years of experience in vehicle and diesel engine diagnostics OR 5+ years general service technician experience
Fundamental understanding of mechanical systems and demonstrated ability to accurately and efficiently diagnose component and/or system failures
Fundamental understanding of electrical system theory, and demonstrated ability to diagnose and troubleshoot system faults
Knowledge of industry diagnostic tools and current EPA requirements including OBD (On Board Diagnostics)
Strong customer service and negotiation skills
Able to maintain technical certifications
Ability to handle multiple tasks and produce high volume/high quality output
Strong PC skills and strong knowledge of Microsoft Office Suit
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.