Director of Technical Support

At a glance

Location: Dallas, TX

Employment type: Full-Time

Work type: Remote

Industry: Field Services

Compensation: $110,000 – $130,000

Status: open.

About the role

This is a newly created, full-time Director of Technical Support position working fully remote with CST-aligned hours and occasional travel. You will serve as the company's senior technical authority for a nationwide network of independent truck maintenance and repair shops, owning both technical support operations and warranty leadership for a family-owned diesel engine parts supplier. Reporting directly to the VP of Operations, you will build the function from the ground up — establishing standards, systems, and processes where a single owner has not existed before. The ideal candidate has spent years as a diesel technician and transitioned into shop or service management, and is ready to apply that expertise at a higher strategic level.

Key responsibilities

You will serve as the senior technical resource for customer shops on product application, fitment, installation, break-in, and troubleshooting across major engine platforms including Caterpillar, Cummins, Detroit Diesel, Navistar, Mack, Volvo, and Paccar. You will lead and develop the parts warranty team, owning intake standards, claim quality, cycle time, policy interpretation, and customer communication. You will conduct root-cause failure analysis on returned parts, distinguishing material or workmanship issues from installation errors, lubrication failures, or related-component damage, and deliver clear written findings that operations, remanufacturing, and suppliers can act on. You will build installation guidance, troubleshooting trees, SOPs, SLAs, and knowledge-base content to transfer tribal knowledge into repeatable systems. You will also train inside sales and customer service teams, work with sales on at-risk key accounts, and track claim trends by product, engine family, and failure mode to surface patterns across the business.

Required skills

You bring 10 or more years of hands-on diesel technician experience on medium and heavy-duty commercial truck engines, with strong diagnostic ability across the major platforms the company supports. You have at least 5 years in a Shop Manager, Service Manager, or equivalent leadership role where you managed people, vendors, customers, and warranty claims. You have proven experience handling warranty comebacks, disputed claims, progressive damage situations, and difficult customer conversations. Core competencies include diesel engine diagnostics, root cause analysis, warranty management, process documentation, quality control, and team building. You are comfortable writing fact-based failure analysis findings and holding both internal staff and shop partners accountable to documented standards.

Experience required

10+ years diesel technician experience on medium/heavy-duty commercial truck engines; 5+ years shop/service management with vendor, warranty, and customer responsibility

Preferred qualifications

Experience building a technical support or warranty function from an early or undefined stage is a strong advantage. Familiarity with ECM data interpretation, oil analysis, and electronically controlled engine diagnostics across multiple platforms will set you apart. Candidates who have previously developed knowledge-base content, tech tips, or training materials for a dealer or distributor network are particularly well suited for this role.

Compensation and benefits

PeopleSource Solutions places candidates with companies that offer competitive, comprehensive benefits packages. You can expect access to health, dental, and vision coverage, along with paid time off and retirement savings options. This remote-first role also provides flexibility in how and where you work, with support for the tools and connectivity needed to lead effectively from anywhere in the U.S.

About the location

While this role is fully remote, the preferred candidate will operate on Central Standard Time, aligning with company operations based in Texas and Missouri. Dallas, TX serves as a strong home base given its central location, major airport access, and deep roots in the commercial trucking and heavy equipment industries. The greater Dallas-Fort Worth metro is one of the most active logistics and transportation corridors in the country, putting you close to the customer base you will serve.

Career opportunities

As the first person to own this function, you have a direct hand in shaping its scope, structure, and long-term impact within a growing, 50-year-old business. Success in this role positions you as a key voice in product quality, customer retention, and operational standards at the leadership level. For the right candidate, this is a platform to build a team, establish a legacy, and grow alongside a company that rewards technical credibility and ownership mentality.

How to apply

Apply through https://www.peoplesource.org/job-board/director-technical-support-diesel, or contact PeopleSource Solutions on 678-428-2789 or chris@peoplesource.org.