Technical Support Analyst

VIVA USA Inc; Lisle (IL); Remote; USD 65,000 - 85,000; Full time

Job summary

VIVA USA Inc is seeking a Technical Support Analyst to remotely assist dealer technicians and body builders with vehicle repairs via case management. You will navigate diagnostics, provide technical guidance, and collaborate with product and engineering teams to improve publications and processes.

Required are a bachelor’s or master’s degree and at least 2 years in field service/automotive tech roles, with strong communication skills and MS Office proficiency. Up to 10% travel may be needed.

Qualifications

• Bachelor’s degree or Master’s degree required.
• 4+ years field service engineering, automotive service or truck service experience preferred.
• Strong communication skills and problem-solving abilities.

Responsibilities

• Provide technical service and diagnostics support to dealer network by phone and case management system.
• Collaborate with internal teams on diagrams, schematics, and diagnostic forms.
• Support new product launches and escalate trends to Service Engineering.

Skills

MS Office

Excellent written and verbal comms

Class 8 Truck experience

Critical thinking and problem solving

Education

Bachelor’s degree

Master’s degree

Tools

MS Office

Job description

Technical Support Analyst

After that this will be remote however must be able to travel into the office 2 or 3 times per year or as needed.

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
• 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:

This will be remote but must be able to travel into the office 2 or 3 times per year or as needed.

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