About this role

Requisition Summary

The Technical Research Supervisor is a key role in maximizing vehicle uptime and customer satisfaction. This high-impact leader manages daily case support through TCS operations, assigns and prioritizes workload to ensure rapid and accurate case resolution, and assists in removing roadblocks that prevent customer vehicles from returning to service. The Supervisor drives continuous improvement to eliminate waste and improve processes, strengthens team capability through coaching and skills development, and builds strong internal and external relationships to influence outcomes. This role partners cross-functionally with internal stakeholders and suppliers, leverages technical documentation and business tools, and ensures high-quality knowledge capture through accurate documentation and ensuring current Knowledge Base content.

Job Functions / Responsibilities

Leadership & Team Management

- Lead a high-performance work group focused on maximizing vehicle uptime and customer satisfaction.

- Assign and prioritize workloads based on case volumes to ensure rapid and accurate responses.

- Communicate daily with employees regarding procedures, policies, and best practices.

- Build positive relationships internally and externally to influence and support team and organizational goals.

Daily Operations Management

- Oversee daily operations to ensure TCS cases are resolved and returned as quickly as possible.

- Resolve complex case issues and roadblocks related to products, business tools, and documentation.Identify gaps in current processes/tools and recommend continuous improvement opportunities.

- Maintain department training requirements and ensure certifications remain current.

- Ensure Knowledge Base articles are created, updated, and uploaded in a timely and accurate manner.

- Measure and manage daily, monthly, and yearly performance goals and team metrics.

Performance Coaching

- Provide guidance and coaching to team members to improve performance and consistency.

- Lead continuous improvement projects targeting team goals, metrics, and customer outcomes.

- Support ongoing skills enhancement through training plans and certification maintenance.

Skills Enhancement

- Encourage development of technical and problem-solving skills related to vehicle diagnostics, engineering drawings, and bills of materials.

- Promote effective use of business tools and technical documentation (e.g., Parts Online, ReportWeb, VOG, SQL Server, Chassis Viewer, AS400).

- Support Six Sigma capability development and strong analytical/problem-solving practices.

Qualifications

- Bachelor’s degree in Business or related field required

- 3+ years of industry experience, customer service or leadership roles.

- Knowledge of Class 8 bill of materials, blueprint reading, and complex electrical/mechanical systems preferred.

- Six Sigma training (Belt or Champion) or equivalent analytical/problem-solving proficiency.

- Excellent oral and written communication skills.

- Strong customer service, communication, and problem-solving skills.

- Ability to make sound decisions under pressure and act with urgency .

- Proficient in Word, Excel, and PowerPoint.

- Knowledge of AS400.

- Familiarity with Tableau and Snowflake preferred.

- Working knowledge of Parts Online, ReportWeb, VOG, SQL Server, and Chassis Viewer preferred.

Benefits

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

- 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

- This position is eligible for a holiday gift

- 401k with up to a 5% company match

Additional Job Board Information

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 this position is $90,400 - $128,040 annually. Additionally, this role is eligible for the full range of benefit options listed above.

Additional Information:

- PACCAR is an Equal Opportunity Employer/Protected Veteran/Disability.

- PACCAR Parts is an E-Verify Employer

- PACCAR has success with diverse teams of employees working together to achieve excellent results. 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.

Division Information

PACCAR Parts is the global provider of aftermarket parts and services to support Kenworth, Peterbilt, DAF and TRP dealers around the world. This includes 21 distribution centers globally that support 2,300 dealerships, and over 1,000,000 customers. Aftermarket support includes world class customer centers that deliver industry leading uptime in conjunction with our outstanding supply chain that delivers record levels of inventory availability for dealers and customers.