Technical Support Analyst
Customer Service is number one in importance
Solid electrical diagnostics experience as well as customer service.
Working with dealers on the phone through the client case management system. Dealer submits a case file and agents help them through the repair. This consultant is an expert that helps them navigate proper and efficient repairs with the dealer on a daily basis. Working with internal teams on fixing diagrams, schematics, elemental steps, diagnostic forms. Strong background in various chassis systems including; electrical diagnostics, chassis, foundation brakes and EV. Extensive experience as an end user and customer support is needed for this role. Up to 10% travel might be required and will be reimbursed by the client.
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 engine and transmission. 25,000 casefiles were supported in 2023 and 14,000 phone calls were handled by our team. We ensure all vehicle modifications or changes to ensure the vehicles stay within compliance regulations.
This position supports the client Dealer Technicians and Body Builders.
Responsibilities include but are not limited to;
Tech Services support members support the 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
Support new product launches
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
Master’s degree
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:
This will be remote but must be able to travel into the office 2 or 3 times per year or as needed.
At VIVA, employee well-being is paramount. Our comprehensive benefits package ensures your health, financial security, and quality of life are always prioritized.
VIVA provides employees access to a comprehensive group health insurance plan (Medical, Dental, Vision, Basic Life, Term Life, and Accidental Death) through our flexible PPO plan-allowing you the freedom to choose healthcare providers.
Plan securely for your future with automatic payroll deductions into a tax-advantaged 401(k) retirement plan, including employer-matching contributions for eligible employees.
Earn performance-based bonuses and generous referral incentives of up to $500 when recommending talented candidates who become part of the VIVA family.
Enjoy timely and convenient payroll with biweekly direct deposit to your chosen financial institution. Biweekly Direct Deposit
Access exclusive employee discounts and savings on electronics, travel, groceries, apparel, and more through our dedicated VIVA Perks Program.