Job Description
Position Summary: The Heavy-Duty Truck Parts Application Support Engineer will be a key member of our team, responsible for providing technical expertise and support related to heavy-duty truck parts, particularly in the context of application and integration. This role involves assisting customers and internal teams with identifying and resolving technical issues related to heavy-duty truck parts and components. The ideal candidate will have strong technical knowledge of heavy-duty truck systems and parts, excellent communication and problem-solving skills, and a commitment to providing superior customer service.
Primary Duties:
- Serve as the technical point of contact for customer service teams, end-users, and internal sales team members, providing accurate technical information on heavy-duty truck parts.
- Represent Product Engineering in the warranty/claims process, providing customers with an efficient and seamless experience.
- Troubleshoot technical issues and provide solutions related to parts identification, application, and functionality Track all calls and communicate proactively any significant feedback or actions to the field sales team.
- Create and update technical documentation, including product specifications, application notes, troubleshooting guides, installation instructions and technical bulletins.
- Analyze and interpret data related to parts usage, technical issues, and market pricing.
- Identify and assess new product development opportunities through research of truck and axle manufacturer data, reviewing customer feedback, and coverage analysis.
- Collaborate with engineering, sales, manufacturing and marketing teams to ensure the smooth introduction of new products.
- Collect technical data and report to IMDS (International Material Data System) and refine the process of reporting this data.
- Collect product information for e-Commerce such as PIES (Product Information Exchange Standard) and report to OptiCat and improve the process of reporting this data.
- Create and maintain Bills of Material (B.O.M.) across electronic platforms such as NetSuite.
- Maintain accurate records in customer relationship management (CRM) tools.
- Contribute to the continuous improvement of support processes and documentation.
- Stay up-to-date on new heavy-duty truck parts and related technologies.
- Travel (limited) and meet with specific stakeholders if assigned.
Qualifications:
- Bachelor's degree in engineering or a related field, or equivalent experience and training.
- Proven experience in a technical support role, preferably within the heavy-duty truck industry or a related field.
- Extensive knowledge of heavy-duty truck parts, systems, and components.
- Proficiency with computer systems and software, including Microsoft Office Suite (Excel, Word, Outlook).
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills, both written and verbal.
- Ability to work independently and as part of a team.
- Detail-oriented and accurate.
- Ability to learn quickly and adapt to changing priorities.
- Bilingual English/Spanish.
- Experience in highly customer facing roles preferred.
- Exceptional communication skills via phone, email and face-to-face customer interface situations.
- Experience in the automotive industry or with automotive repair preferred.
- Familiarity with interpreting technical drawings and diagrams.
- Knowledge of CAD software (e.g., Solidworks, Creo Parametric).
- Experience with e-Commerce platforms and systems.
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Physical Requirements:
- May require frequent lifting and/or moving of objects.
- May involve prolonged periods of sitting and computer work.