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.

Physical Requirements:

• May require frequent lifting and/or moving of objects.
• May involve prolonged periods of sitting and computer work.

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