What are the responsibilities and job description for the Technical Support Specialist position at ABC Companies?
ABC Companies is a leading provider of transportation solutions, offering vehicles for 8-81 passengers, along with parts, service, and financing to support fleet operators across North America. Family-owned and operated since 1972, ABC is driven by its mission to advance the transportation industry through innovative, collaborative solutions that redefine the standard. Guided by its core values of Integrity, Trust, Collaboration, and Innovation, ABC is committed to delivering customer-focused, high-quality solutions that enhance safety, performance, and reliability. For more information, contact 800-222-2871 or visit abc-companies.com.
Title: Technical Support Specialist
Reports To: Director ABC FleetAssist
Reports To: Director ABC FleetAssist
Position Overview:
The ABC FleetAssist Technical Support Specialist serves as the primary technical support resource for customers, providing expert troubleshooting, product guidance, and issue resolution for ABC vehicles and related systems. This role supports customers through phone, email, and remote diagnostic assistance, helping minimize vehicle downtime and ensure a positive ownership experience. The Customer Advisor works closely with customers, service providers, OEMs, and internal departments to diagnose technical concerns, provide repair recommendations, document service interactions, and identify recurring product issues. Through strong technical knowledge and customer service skills, this position plays a critical role in supporting fleet reliability, customer satisfaction, and continuous product improvement.
Key Responsibilities:
- Provide technical support, information, and customer documents through phone and email.
- Identify customers’ needs, clarify information, research every issue, and provide solutions and/or alternatives.
- Attend and document customer meetings, capturing key discussions, technical issues, decisions, action items, and follow-up activities to support effective communication and issue resolution
- Serve as a troubleshooter and technical advisor for questions, issues, and concerns related to Van Hool, & other ABC products.
- Build sustainable relationships and engage customers by taking the extra mile.
- Investigate, analyze, and report conclusions and recommendations in response to customer questions and concerns related to Van Hool, & other ABC products in a timely manner.
- Document/Report phone calls/emails into the CRM system.
- Participate in and successfully complete annual training requirements on all aspects of Van Hool, & other ABC products.
Qualifications:
- Formal training or experience, troubleshooting and diagnostics of all major coach systems including HVAC and electrical.
- Familiarity with electrical drawings, and commissioning software.
- Mechanical background or experience with commercial vehicles and High Voltage systems.
- Familiarity with Cummins, Detroit, Allison, Eberspächer, Carrier.
- Customer-focused with attention to detail.
- Must have proficient time management, communication, and interpersonal skills.
- If not qualified with a Commercial Driver’s License (CDL) at the time of hire will complete and maintain the DOT requirements necessary to obtain a CDL class B license with passenger endorsement, within sixty days of employment.
- Good organizational skills including the ability to effectively manage multiple projects, prioritize tasks, and complete assignments within expected time frames and working with customers, vendors, and coachbuilders.
- Potential visits to assist with customer troubleshooting/training may be required. (On a case-by-case basis)
Skills:
- High School Diploma and/or Bachelor’s Degree.
- 5 years of experience in the transportation vehicle fields.
- Routine troubleshooting and diagnostics on all major coach systems. (HVAC, Drivetrain, Electrical, Brakes, Etc)
Physical Demands:
- Ability to sit for extended periods while providing phone, email, and computer-based technical support.
- Frequent use of computers, keyboards, telephones, and multiple software applications.
- Ability to communicate clearly and effectively by phone, video conference, and in person.
- Occasional standing, walking, bending, stooping, and reaching while supporting training, vehicle inspections, or customer visits.
- Ability to lift, carry, push, or pull up to 25 pounds occasionally.
- Ability to travel as needed to customer locations, training events, and company facilities.
- Ability to enter and inspect commercial vehicles, including climbing stairs, stepping into coaches, and accessing service areas.
- Ability to work in shop, field, and outdoor environments with exposure to varying temperatures, noise levels, and weather conditions on an occasional basis.
ABC Companies is an equal opportunity employer. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information, and other legally protected categories.
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