Technical Support Analyst jobs in Washington

Company Information

PACCAR, Inc. is a Fortune 500 company established in 1905 and is recognized as a global leader in the commercial vehicle, financial, and customer service fields. PACCAR is a global technology leader in the design, manufacture, and customer support of high-quality light-, medium- and heavy-duty trucks under its internationally recognized brands Kenworth, Peterbilt and DAF nameplates. PACCAR designs and manufactures advanced diesel engines and provides customized financial services, information technology and truck parts related to its principal business.

Your next career move is waiting at PACCAR whether you want to design the transportation technology of tomorrow, support the staff functions of a dynamic, international leader, or build our excellent products and services. Join the PACCAR team today!

Division Information

PACCAR’s Information Technology Division (ITD), located in Renton, WA utilizes cutting-edge technology to provide systems development, consulting, voice and data communications services to the entire Corporation, which has high visibility in the technology sector.

The Role/Team

Global Connected Services is responsible for revolutionizing the PACCAR vehicle ownership experience through the development of innovative services delivered to connected-enabled vehicles. The Technical Support Analyst will work directly with Tier 1 and Tier 2 internal support to resolve operational services and systems related to GCS products. This position will interact with internal and external stakeholders, as well as suppliers at an operational and tactical level. This position can be located in either Renton, WA or Lewisville, TX.

Job Functions/Responsibilities

• Provide functional and technical application support for current and future connected products and services (ie PACCAR Solutions, Over-the-Air Updates, Subscription Services, Battery Electric Vehicle Connectivity, Diagnostic Assistant, API Calls, Auth0, etc.).

• Utilize detailed systems and applications knowledge to resolve complex cases escalated from Tier 1 and Tier 2 support teams.

• Escalate cases to Service Delivery and/or suppliers when necessary, ensuring resolution of issues in a timely manner.

• Work to identify and resolve root causes of ongoing issues.

• Utilize Python, SQL, and/or automation and scripting to troubleshoot issues and execute fixes.

• Participate in process improvement projects that improve products and customer support.

• Assist with the creation and maintenance of technical Knowledge Base articles.

Qualifications

• 2-3 years’ experience in a Technical or System support role.

• Broad working knowledge of computer systems, databases (SQL, Snowflake), and API packaging and deployment.

• Experience with IT Service Management ticketing tools like Cherwell, Salesforce, and Project Management.

• Excellent Technical Skills with expertise in troubleshooting system defects.

• Proficiency in using customer experience tools and software such as customer feedback management systems, CRM platforms, and data analytics software.

• Excellent customer service skills with proven ability to deal rationally with customers in difficult situations.

• Self-starter who is effective working under limited supervision.

• Strong interpersonal skills including the ability to communicate clearly and concisely, multitask, and work effectively.

• Excellent analytical, problem solving, organizational and time management skills.

• Ability to work a flexible shift.

Education/Training

• Bachelor's degree strongly desired.

PACCAR Benefits

As a U.S. PACCAR employee, you have a full range of benefit options including:

• 401k with up to a 5% company match
• Fully funded pension plan that provides monthly benefits after retirement
• Comprehensive paid time off – minimum of 10 paid vacation days (additional days are provided with additional seniority/years of service), 12 paid holidays, and sick time
• Tuition reimbursement for continued education
• Medical, dental, and vision plans for you and your family
• Flexible spending accounts (FSA) and health savings account (HSA)
• Paid short-and long-term disability programs
• Life and accidental death and dismemberment insurance
• EAP services including wellness plans, estate planning, financial counseling and more

Diversity & Inclusion

PACCAR is an Equal Opportunity Employer/Protected Veteran/Disability corporation. Having a diverse and inclusive work environment ensures PACCAR has the talent needed to conduct business today and in the future by leveraging different backgrounds, skills, and viewpoints. We believe diversity in the workplace increases innovation, results in better decisions, and increases employee engagement.

PACCAR’s IT Division promotes Diversity and Inclusion through mentorship, events, celebrations, and affinity groups. The IT Division has an active Diversity Council and supports initiatives and activities for all. PACCAR supports women through the PACCAR Women’s Association (PWA), Women in Trucking, and Women in Technology International (WITI). Educational awareness programs such as Unconscious Bias, Male Allyship and Inclusive Leadership are just a few of many trainings offered. PACCAR is a supporter of PRIDE and celebrates many different multi-cultural events.

Additional Job Board Information

PACCAR is an Equal Opportunity Employer/Protected Veteran/Disability. At PACCAR, we value talent and promote growth and development. We carefully consider numerous compensation factors, including your education, training, or experience. The salary range for the Technical Support Analyst is $75,100 - $112,300 annually. Additionally, this role is eligible for a full range of benefit options listed above. Additionally, this role is eligible for a full range of benefit options listed above. This position is also eligible for a holiday gift.

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