Technical Service Specialist

Entity:

Customers & Products

Job Family Group:

Retail Group

Job Description:

The Specialist of Technical Service at TravelCenters of America is responsible for providing technical service support within the Truck Service division. This role serves as a subject matter expert supporting the technical support help line, aids in the maintenance of and authors service documentation, and leads diagnostic access and tooling readiness and field quality initiatives. Grounded in BP’s Operating Management System (OMS) and TA’s Believe in Zero philosophy, the Specialist partners with Operations, Learning & Development, Parts, Warranty, and Vendor Management to improve first-time fix rates, reduce rework and warranty exposure, and elevate technician capability.

Key Responsibilities

Technical Operations & Safety

• Provide advanced troubleshooting support through the technical help line, assisting field technicians and service leaders with diagnostics and repair direction.
• Support case management processes, ensuring documentation quality and adherence to established SLAs.
• Call out systemic or high-risk issues to the Technical Service Manager with recommended corrective actions.
• Embed OMS principles and TS SOPs into daily support practices, championing safe work methods and risk reduction.
• Support site leadership with technical audits and corrective actions to address quality or safety gaps.

Service Documentation & Knowledge Management

• Draft, revise, and maintain technical bulletins, repair procedures, diagnostic guides, and job aids.
• Contribute to knowledge base development informed by field cases and root cause analyses.
• Ensure documentation aligns with SOPs, OEM standards, compliance requirements, and OMS principles.

Tools, Equipment & Diagnostics Readiness

• Support evaluation, testing, and field validation of diagnostic software, tooling, and shop equipment.
• Assist in maintaining compliance with licensing, access requirements, and platform updates.
• Provide feedback to leadership regarding tool effectiveness, ROI, usability, and technician adoption.

Quality, Safety & Compliance

• Reinforce safe work practices aligned with OMS and Believe in Zero standards.
• Participate in technical audits and assist in identifying quality or safety gaps.
• Support corrective action plans focused on reducing rework, warranty exposure, and compliance risk.

Training & Technical Enablement

• Partner with Learning & Development to identify recurring technical gaps and support curriculum updates.
• Deliver technical updates, micro-learning sessions, and field communications as assigned.
• Support technician certification pathways and progression initiatives through technical expertise.
• Serve as an emergency back-up instructor as needed.
• Represent Truck Service in industry forums and events, as assigned.

Cross Functional Collaboration

• Work with Operations, Parts, and Warranty teams to resolve recurring technical issues.
• Support fleet critical issues by assisting in root-cause documentation and technical findings.
• Participate in vendor calls or pilot programs as assigned by the Technical Service Manager.

Key Performance Indicators (KPIs)

• Helpline case quality and documentation accuracy.
• First-time fix rate support metrics.
• Reduction in rework trends tied to technical guidance.
• Diagnostic accuracy improvements.
• Technical bulletin quality and adoption.
• Training feedback tied to technical support initiatives.

Additional Responsibilities

• Support standardized corrective action processes.
• Assist in monitoring trends across emissions systems, ADAS, electrical, and powertrain diagnostics.
• Perform other duties as assigned to support the Truck Service technical support mission.

What We’d Like to See

• Bachelor’s degree in engineering, Industrial Engineering, or related field preferred; equivalent experience considered. Strong analytical, facilitation, and customer management skills.
• 5+ years of experience in heavy-duty truck service and repair (automotive-only backgrounds will not be considered).
• ASE Master Medium/Heavy-Duty Certification or equivalent technical credential is strongly preferred.
• Demonstrated hands-on diagnostic expertise in heavy-duty systems (powertrain, emissions, electrical).
• Experience authoring technical documents, repair procedures, or service communications preferred.
• Strong working knowledge of shop safety practices, OSHA, DOT compliance, and OMS frameworks.
• Experience supporting technical help lines, critical issue processes, or centralized support functions preferred.
• Strong analytical skills with the ability to translate field issues into structured solutions.
• Ability to manage multiple priorities and work independently with limited oversight.
• Travel requirement approximately 50–60%.
• Valid driver’s license.

How much do we pay (Base)? (70,000 - 85,000 (Minimum & Maximum)) *Note that the pay range listed for this position is a genuinely expected and reasonable estimate of the range of possible base compensation at the time of posting. 
 
This position is eligible for US Benefits Select. This position offers paid vacation depending on your years of relevant industry experience and will range from 120 – 240 hours of vacation per year for full time employees (60 - 240 hours of vacation per year for part time employees). You will also be eligible for 9 paid holidays per year and 2 personal choice holidays.  You may learn more about how we calculate paid vacation and view our generous vacation and holiday schedules at Select SPD Bp has a parental leave policy as well, which offers up to 8 weeks’ paid leave for the birth or adoption of a child. Learn more by visiting Select SPD.
 
We offer a reward package to enable your work to fit with your life. These offerings include a discretionary annual bonus program, long-term incentive program, and generous retirement benefits that include a 401k matching program. These benefits include a pension for eligible employee. You may learn more about our generous benefits at Select SPD.
 
As part of bp’s wellbeing package, bp offers access to health, vision, and dental insurance, as well as life and Short-Term Disability and Long-Term Disability.  You may learn more about our generous benefits at Select SPD.

Why join us
At bp, we support our people to learn and grow in a diverse and ambitious environment. We believe that our team is strengthened by diversity. We are committed to fostering an inclusive environment in which everyone is respected and treated fairly.
There are many aspects of our employees’ lives that are meaningful, so we offer benefits ( https://exploreyourbenefits.com/landing.html) to enable your work to fit with your life. These benefits can include flexible working options, a generous paid parental leave policy, and excellent retirement benefits, among others!
 
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
 

Travel Requirement

Up to 50% travel should be expected with this role

Relocation Assistance:

This role is not eligible for relocation

Remote Type:

This position is fully remote

Skills:

Legal Disclaimer:

We are an equal opportunity employer. We do not discriminate on the basis of protected characteristics like race, religion, color, sex, national origin, sexual orientation, veteran status or disability status. Individuals with an accessibility need may request an adjustment/accommodation related to bp’s recruiting process (e.g., accessing the job application, completing required assessments, participating in telephone screenings or interviews, etc.). If you would like to request an adjustment/accommodation related to the recruitment process, please contact us.

If you are selected for a position and depending upon your role, your employment may be contingent upon adherence to local policy. This may include pre-placement drug screening, medical review of physical fitness for the role, and background checks.