Position Summary

The Technical Preparation Engineer is responsible for assisting with diagnostic and product support activities related to heavy-duty vehicle systems and repair operations. This role supports dealers, fleet customers, and aftermarket teams by helping resolve technical concerns, ensuring compliance with warranty procedures, and maintaining accurate case documentation. The ideal candidate will possess strong troubleshooting abilities, excellent communication skills, and experience with heavy truck diagnostics and electronics.

Key Responsibilities

• Investigate, document, and provide recommendations for technical and product support issues impacting:
• Vehicle diagnostics
• Product quality
• Service literature
• Tooling and equipment
• Electronic communication systems
• Related operational support functions
• Record and maintain case activity within the case management system to support tracking, reporting, and resolution follow-up.
• Provide guidance to dealers, fleet representatives, and aftermarket personnel regarding warranty policies, repair procedures, and service requirements.
• Support timely resolution of technical concerns while ensuring repairs are completed according to established warranty and service guidelines.
• Collaborate with internal departments and cross-functional teams to improve service quality and customer support effectiveness.
• Perform additional duties and assignments as directed by management.

Core Competencies

Communication - Demonstrates strong verbal and written communication skills, actively listens, conveys information clearly, and seeks constructive feedback professionally.

Team Collaboration - Works effectively across departments, promotes cooperation, and contributes to achieving shared objectives and operational goals.

Attention to Detail - Ensures accuracy and completeness of information, documentation, and technical data before distribution or escalation.

Problem Solving & Decision Making - Applies logical and methodical approaches to troubleshooting issues and making sound decisions in challenging situations.

Analytical Thinking - Interprets technical information, identifies trends or patterns, and develops practical recommendations for corrective action.

Reliability & Accountability - Consistently delivers quality work on schedule while maintaining a high level of professionalism and follow-through.

Adaptability - Responds effectively to changing priorities, new assignments, and evolving business needs.

Continuous Improvement Mindset - Supports ongoing efforts to enhance operational processes, service quality, and overall performance.

Qualifications & Experience

• Minimum of 3 years of experience in heavy-duty truck diagnostics and repair preferred
• Experience with heavy truck electrical systems, engine diagnostics, and electronic troubleshooting strongly preferred
• Prior customer service or technical support experience required
• Bilingual capabilities in French and/or Spanish are considered an asset
• Current or recent Master Technician certification is beneficial
• ASE Master Truck Technician certification is a plus

Salary Range: $80,000-$85,000

The actual salary offered is dependent on various factors including, but not limited to, location, the candidate’s combination of job-related knowledge, qualifications, skills, education, training, and experience