Technical Support Manager

Responsibilities

• Lead and manage a team of Technical Support Analysts to provide high-quality diagnostic and customer support.
• Hire, develop, coach, and retain technical talent to build a high-performing team.
• Monitor team performance against key operational metrics including case volume, response time, and customer satisfaction.
• Support escalation pathways for complex or high-impact technical issues in collaboration with Engineering and Product teams.
• Identify and communicate product trends, failure modes, and systemic issues to improve product quality.
• Partner with cross-functional teams such as Service Tools, Publications, and Training to improve repair guidance and service readiness.
• Drive continuous improvement initiatives to increase efficiency and enhance first-contact resolution.

Requirements

• Bachelor's degree and 4 years of Dealer Support, Service Operations, or Field Service Engineering experience; OR
• Master's degree and 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.
• Legal authorization to work in the United States without sponsorship.

Preferred Qualifications

• At least 2 years of leadership or management experience.
• Experience supporting commercial vehicles (Class 4–8 truck or bus) across mechanical, electrical, or software domains.
• Strong knowledge in powertrain, electrical systems, vehicle programming, or parts support.
• Experience with diagnostic tools, service software, and/or CRM platforms.
• Experience supporting new product launches or zero-emission vehicle systems.

Benefits

• Competitive market-based compensation.
• Comprehensive benefits package designed to support employee wellbeing.

About the Company

International Motors, LLC creates solutions that deliver greater uptime and productivity to commercial vehicle customers. We build International® trucks and engines and IC Bus® school and commercial buses. As part of the TRATON GROUP, we are a global leader in the commercial vehicle industry, dedicated to accelerating the impact of sustainable mobility.