Sr. Technical Support Analyst

Sr. Technical Support Analyst

Job Description

Sr. Technical Support Analyst

Customer Service is of the highest importance.

Solid diesel experience as well as customer service.

This consultant is a technical expert that assists the dealer technician with vehicle repairs. Working with internal teams on fixing diagrams, schematics, elemental steps, and diagnostic forms. Diesel experience is a MUST. Extensive experience as an end user and customer support is needed for this role.

This position will support our dealer network by assisting dealers in vehicle repairs via case files. We handle all aspects of the vehicle minus the motor. We ensure all vehicle modifications or changes to ensure the vehicles stay within compliance regulations. 25,000 casefiles were supported in 2025 and 14,000 phone calls were handled by our team.

This position supports Client Dealer Technicians and Body Builders.

Responsibilities include but are not limited to;
Tech Services support members support client dealers and body builders provide repair and diagnostic support
Provide publications feedback to our publication’s teams
Escalate trending failure modes to Service Engineering
Future travel to dealer locations is a possibility

Basic Requirements
Bachelor’s degree
At least 2 years of field service engineering, automotive service or truck service experience
OR
At least 4 years of field service engineering, automotive service or truck service experience

Desired Skills
MS Office
Excellent written and verbal communication skills
Class 8 Truck experience
Critical thinking and problem solving

Notes:
Must be able to travel to client locations for initial training, will be 100% remote after.
Up to 10% travel might be required.

VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.