Vehicle TSM (Technical Service Manager) Lead Job

Date: Jun 7, 2023

Location: Denton, TX, US, 76205-7864

Company: PACCAR


PACCAR offers comprehensive benefits from time of hire through retirement for vested employees and their families. As a U.S. Salaried PACCAR employee, you have a full range of benefit options including:

  • Medical, Dental and Vision plan options
  • Flexible spending accounts and health savings account
  • 401(k) with dollar-for-dollar company match up to 5%
  • Fully funded pension plan that provides monthly benefits after retirement
  • 12 paid holidays, sick and vacation time
  • Tuition reimbursement program
  • Paid short-and long-term disability program
  • Life and accidental death and dismemberment insurance
  • EAP services including wellness plans, estate planning, financial counseling and more

Company Information

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

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, you can develop the career you desire with PACCAR. Get started!


Peterbilt Motors Company
On highways, construction sites, city streets, logging roads - everywhere our customers earn their living - Peterbilt's red oval is a familiar symbol of performance, reliability and pride.  Peterbilt has reigned as America's premium quality truck manufacturer since the company's founding in 1939. Our dedication to deliver products and services focused on improving customers' performance, image, profitability and peace of mind truly makes Peterbilt the Class of the Industry.

Requisition Summary

Peterbilt Motors Company, a PACCAR Company, has an immediate opening for a Vehicle TSM Lead to support products in the field. This position will work with Vehicle Technical Support Managers, dealers and customers to provide technical support for our products. Their focus will be on driving customer uptime through both timely and accurate case resolution.  Their actions will have a direct impact on customer satisfaction and impact future truck sales.

Job Functions / Responsibilities

The Lead position will be responsible for managing people, cases, and the overall performance of the TSMs through the following functions:

  • Provide PACCAR Vehicle technical assistance to our dealer network
  • Monitor, track and manage on a daily basis technical support cases
  • Manage workflow, assignment, response times, escalation and resolution of cases
  • Ensure teams scheduling meets goals for expanded business hours
  • Coaching and mentoring of employees and dealer through daily activity.
  • Review, assist and provide feedback for service documentation.
  • Communicate information related to the PACCAR vehicle product changes, field fixes and emerging issues to the field service group and dealer network

Job Functions / Responsibilities cont.

  • Stay current on Division and Plant activities
  • Support Internal and External meetings
  • Support Peterbilt training department activities
  • Develop tools and aids to help for PACCAR Vehicle troubleshooting
  • Support product change and improvement
  • Support dealer and customer through on-site visits
  • Support the Technical Manager program
  • Attend and support industry events
  • Leadership role from a Technical and Management aspect
  • Approximately 20% travel required to support and stay current on product field activities

Skills / Competencies

  • Degree in engineering, business or automotive preferred,
  • Product and technical service knowledge gained through 3-8 years of related service; preferably heavy duty trucks / OEM or truck components.
  • Thorough understanding of heavy duty trucks or related equipment and the ability to apply and communicate this knowledge.
  • Demonstrated ability to establish effective working relationships with customers.
  • Exceptional communication skills, both verbally and written, including the ability to plan, organize and deliver formal presentations.
  • Demonstrate ability to identify, prioritize, analyze and successfully resolve customers, dealers and field service organization problems, giving a high priority to customer satisfaction.

Skills / Competencies cont.

  • High aptitude with software applications environment and diagnostic tools for troubleshooting including proprietary, supplier and third party tools
  • Knowledge and driven to stay up to date with Peterbilt and PACCAR product offering on both a service and sales perspective.
  • Management background of both people and workflow with strong aptitude to manage in a dynamic multi task environment
  • Technical Skills required include experience in the following areas with Peterbilt or similar products and systems:
  • Cab systems (mechanical and electrical)
  • Chassis systems (mechanical and electrical)
  • Engine electronic diagnostic experience

General Description of 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

Additional Job Board Information

PACCAR is an Equal Opportunity Employer/Protected Veteran/Disability. Peterbilt promotes Diversity and Inclusion through mentorship, events, and affinity support groups – The Diversity Council, Peterbilt Women’s Initiative (PBWin), Veterans Group, and ADVOCATE (An LGBTQ support group).

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