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Diversified Services Network, Inc.

Telematics Technical Support Engineer

Diversified Services Network, Inc.
Mossville, IL $70k - $81k/yr Full time Posted 13d ago
Customer Support Ethernet Level 2 Modbus Protocols Remote Support Specialist Technical Support Telematics
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Job Description

The Telematics Technical Support Engineer serves as a next-level escalation resource for Tier 2 Customer Support, addressing complex and critical telematics issues across a broad portfolio of heavy equipment products. This onsite role in Mossville, IL focuses on remote technical troubleshooting, dealer enablement, and cross-functional collaboration to move issues to resolution.

Role Overview

In this position, you will handle escalated telematics cases that require advanced technical expertise. You will diagnose and troubleshoot telematics and connectivity concerns remotely, partner with dealer teams to gather needed information, and coordinate with internal teams to ensure timely next steps for critical issues. The work also includes collaborating with peers and cross-functional Product Support and Engineering teams to resolve complex problems.

Responsibilities

  • Own escalated telematics tickets submitted by Tier 2 Customer Support when advanced technical support is required.
  • Diagnose and troubleshoot telematics and connectivity issues remotely, working with dealers to collect details and apply solutions.
  • Independently resolve routine issues and escalate critical issues internally, coordinating with the Technology Service Engineering team on guidance and next-step actions.
  • Work with peers and partner with cross-functional Product Support and Engineering teams to drive timely resolution of complex issues.

Requirements

  • Bachelor’s degree in Computer Science, Software Engineering, or a related field.
  • 1–2 years of relevant experience (internship experience accepted).
  • Basic understanding of troubleshooting theory.
  • Electrical background with the ability to read and interpret schematics.
  • Understanding of J1939, Ethernet, and Modbus protocols.
  • Ability to use multiple data sources, including AI tools, to research and solve technical problems.
  • Strong technical communication skills, written and verbal.

Technologies

  • J1939
  • Ethernet
  • Modbus
  • AI tools

Compensation and Location

Location: Mossville, IL (onsite).
Salary: USD 70,000 to 81,000 per year.

Benefits

  • 401(k)
  • Dental insurance
  • Vision Insurance
  • Disability insurance
  • Employee assistance program
  • Health insurance
  • Health savings account
  • Life insurance
  • Paid time off
  • Paid Holidays

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