US_Technical Support Engineer_Lead

Job Title: Technical Support Engineer Lead Job Description The Technical Support Engineer Lead provides specialized, expert-level technical assistance to dealers and internal stakeholders to resolve complex Class 8 truck product and workshop tool issues. This role focuses on diagnosing and solving challenging powertrain, chassis, and electrical/electronic system concerns, performing root cause analysis for product quality issues, and driving continuous improvement in service practices. The position typically requires 6 or more years of relevant engineering experience and combines deep technical knowledge with strong data acquisition, analysis, and communication skills. Responsibilities Provide advanced technical support and problem solving for complex issues reported by the market, particularly on Class 8 truck powertrain, chassis, and electrical/electronic systems.Serve as the critical troubleshooting engineer who travels to dealerships across the United States to diagnose and resolve complex issues on-site with mechanics and engineers when local teams cannot resolve them.Visit markets and customers to support resolution of reported technical problems, including trucks with issues under warranty that require higher-level engineering expertise.Conduct thorough root cause analysis for product quality issues, define appropriate containment actions when applicable, and follow up to ensure solution effectiveness.Utilize data acquisition and data analysis tools, including data loggers and specialized software, to diagnose truck issues and validate corrective actions.Apply expert-level knowledge in the design and development of Class 8 truck powertrain, chassis, and electrical/electronic systems to guide troubleshooting and repair activities.Leverage in-depth knowledge of North American workshop service practices and truck troubleshooting and repair procedures to support dealers and service teams.Act as the spokesperson for each issue, coordinating closely with mechanics, dealers, dealership management, and customers to communicate findings, actions, and resolution status.Collaborate with engineering teams to escalate complex technical problems, share field insights, and contribute to design improvements and validation of solutions.Perform test and verification activities, including validation testing of proposed solutions, to confirm effectiveness and reliability before broader implementation.Maintain a strong sense of urgency in resolving issues, recognizing that trucks in the shop are measured by hours and minutes rather than days.Provide training and guidance to customer support personnel and workshop staff, including occasional onsite training, to improve troubleshooting and repair capabilities.Document technical issues, diagnostic steps, test results, and resolutions in a clear and structured manner to support knowledge sharing and continuous improvement.Communicate effectively via phone, virtual channels, and in person with mechanics and engineering staff to collaboratively solve problems.Continuously seek process improvements in technical support, data acquisition, and analysis workflows to enhance service quality and efficiency. Essential Skills Bachelor of Science degree in Engineering.6 or more years of relevant engineering experience, ideally in technical support, test and validation, or design engineering roles.Expert-level knowledge in the design and troubleshooting of Class 8 truck powertrain, chassis, and electrical/electronic systems.In-depth knowledge of North American workshop service practices, truck troubleshooting, and repair procedures.Strong troubleshooting and problem-solving skills, with the ability to diagnose complex, multi-faceted technical issues under time pressure.Extensive experience with data acquisition and data logging, including the use of products such as data loggers and related hardware.Proficiency with tools such as CANalyzer, ATI Vision, Accurate Technologies Inc. (ATI) software, and Kvaser interfaces for data acquisition and analysis.Experience as a Test & Validation Engineer or Design Engineer with heavy involvement in troubleshooting, data acquisition, and data analysis.Strong communication skills, with the ability to work closely with mechanics, dealers, and engineering teams via phone, virtual meetings, and in person.Ability to act as the primary technical spokesperson for issues, representing the problem and solution clearly to mechanics, dealers, dealership managers, and customers.Demonstrated strong sense of urgency in resolving service issues, focusing on minimizing truck downtime measured in hours and minutes.Ability and willingness to travel approximately 15–20% of the time to dealerships across the United States. Additional Skills & Qualifications Experience providing technical support for Class 8 trucks, including powertrain, chassis, and electrical/electronic systems.Prior experience with Volvo or Mack truck platforms is preferred.Experience in test and verification, including validation testing of solutions and testing of product improvements.Familiarity with workshop tools and diagnostic equipment used in truck service environments.Customer service mindset, with the ability to manage relationships and expectations among dealers, mechanics, and customers.Process-driven and data-driven approach to problem solving, with a continuous improvement mindset.Ability to work independently in the field while maintaining close collaboration with centralized engineering and support teams.Strong organizational skills, with the ability to manage multiple issues, travel commitments, and documentation requirements concurrently. Work Environment This role is primarily onsite at a corporate center in Greensboro, North Carolina, with a flexible report-to location that may also include Hagerstown, Maryland. The work environment is engineering-focused, with frequent interaction with technical support teams, mechanics, and dealership personnel. The position involves approximately 15–20% travel to dealerships across the United States to perform onsite diagnostics and support. Work is performed in office settings as well as in workshop and service bay environments where Class 8 trucks are serviced, requiring comfort around heavy equipment, diagnostic tools, and data acquisition hardware. The role emphasizes collaboration, rapid response to service issues, and hands-on engagement with chassis, electrical, and electronic systems in real-world operating conditions. Job Type & Location This is a Contract position based out of Greensboro, NC. Pay And Benefits The pay range for this position is $42.00 - $47.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a fully onsite position in Greensboro,NC. Application Deadline This position is anticipated to close on Aug 13, 2026. About Actalent Actalent is a global leader in engineering and sciences services and talent solutions. We help visionary companies advance their engineering and science initiatives through access to specialized experts who drive scale, innovation and speed to market. With a network of almost 20,000 consultants and 5,000 clients across the U.S., Canada, Asia and Europe, Actalent serves many of the Fortune 500. We are proud to be an Engineering News-Record (ENR) Top 500 Design Firm for our engineering design services and a ClearlyRated Best of Staffing® winner for both client and talent service. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email actalentaccommodation@actalentservices.com for other accommodation options. San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records. Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.