Diesel Technical Support Analyst

This consultant serves as a technical expert supporting client dealer technicians with vehicle software, electronic control module (ECM) programming, and diagnostic tools. The role provides advanced technical assistance for programming, calibration updates, parameter changes, software configuration, and service tool operation while ensuring vehicle changes remain compliant with engineering and regulatory requirements. The position works closely with dealer technicians and internal engineering teams to troubleshoot complex programming concerns, identify emerging issues, improve technical documentation, and support continuous improvement initiatives. Previous diesel or heavy-duty truck experience and strong customer support skills are essential.

Responsibilities include but are not limited to:

• Provide technical support for vehicle programming, software configuration, and diagnostic concerns through case files and phone support.
• Assist dealer technicians with ECM, TCM, BCM, and other electronic control module programming and configuration.
• Support service software including EZ-Tech, DLB, SDS, NavKal, and related diagnostic applications.
• Review programming failures and determine appropriate troubleshooting and recovery actions.
• Escalate product issues and software concerns to Service Engineering and software development teams.
• Identify recurring issues and support continuous improvement initiatives.
• Provide feedback to technical publications to improve service documentation.
• Participate in testing and validation of new software releases, programming procedures, and service tools.
• Future travel to dealer locations may be required.

Basic Requirements

• Bachelor's degree

OR

• At least 2 years of field service engineering, automotive service, diesel service, vehicle programming, or truck service experience

OR

• At least 4 years of automotive, diesel, heavy-duty truck service, or technical support experience.

Desired Skills

• Class 6-8 truck experience
• Diesel engine and vehicle systems knowledge
• Experience using OEM diagnostic and programming software
• Experience performing electronic control module programming and parameter configuration
• Familiarity with CAN communication and vehicle electronic systems
• Strong diagnostic and troubleshooting skills
• Excellent customer service and communication skills
• Ability to interpret service manuals, wiring diagrams, and technical documentation
• Experience supporting customers in a technical environment
• Microsoft Office proficiency
• Strong critical thinking and problem-solving skills