Dealer Technical Support

1 week ago

San Antonio, Texas, United States hireneXus Full time

San Antonio, TX

We are looking for a hands-on and solution-driven Dealer Technical Support to join our team In this role, you'll act as a key technical resource for our dealer network, ensuring fast, accurate, and customer-focused resolution of technical issues.

You will work closely with dealer technicians across our company, guiding them through our diagnostic systems, tools, and processes — and ensuring we consistently deliver top-tier services aligned with our global standards.

This is a role for someone who thrives on solving complex problems, enjoys collaborating with others, and has a passion for both technology and customer satisfaction.

What You'll Be Doing

  • Respond to technical inquiries from dealers via phone, email, and diagnostic systems.
  • Escalate and coordinate complex cases with the factory as needed.
  • Guide technicians in using company tools, including SDP3, Multi, and other diagnostic platforms.
  • Provide remote diagnostic support, walking technicians through fault-finding processes.
  • Visit dealer sites when advanced troubleshooting or failure analysis is required.
  • Perform root cause investigations and ensure resolutions comply with warranty standards.
  • Coach dealer technicians to improve service quality, efficiency, and technical proficiency.
  • Promote a customer-first, service-oriented mindset in alignment with company values.

Candidate Profile

  • Proven technical expertise in fault diagnostics, preferably in heavy-duty engines or powertrain systems.
  • Strong knowledge of diagnostic tools and platforms (e.g., SDP3, Multi, FRAS) or equivalent OEM systems.
  • Ability to analyze complex technical issues and provide clear, structured guidance.
  • Self-motivated and capable of working independently under pressure with strong problem-solving skills.
  • Experience supporting distributed technical teams or dealer networks is a strong asset.
  • Excellent verbal and written communication skills.
  • Willingness to travel up to 50% for field support and dealer site visits.
  • High accountability and service orientation, with a focus on consistent, high-quality technical support.

Additional Requirements

  • Candidates (excluding current employees) must be legally authorized to work in the U.S. on an unrestricted basis (U.S. Citizen, Permanent Resident, Refugee, or Asylee).
  • Employment sponsorship (e.g., H-1B) is not available for this role.

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