Training will primarily be remote with less than 10% travel to the office.

Description:

Senior Technical Support Analyst - Vehicle Programming

Customer Service is of the highest importance.

This consultant serves as a technical expert supporting client dealer technicians with vehicle software, electronic control module (ECM) programming, and diagnostic tools. The role provides advanced technical assistance for programming, calibration updates, parameter changes, software configuration, and service tool operation while ensuring vehicle changes remain compliant with engineering and regulatory requirements.

The position works closely with dealer technicians and internal engineering teams to troubleshoot complex programming concerns, identify emerging issues, improve technical documentation, and support continuous improvement initiatives. Previous diesel or heavy-duty truck experience and strong customer support skills are essential.

This position supports client dealer technicians and internal service organizations.

Responsibilities include but are not limited to:

Provide technical support for vehicle programming, software configuration, and diagnostic concerns through case files and phone support.

Assist dealer technicians with ECM, TCM, BCM, and other electronic control module programming and configuration.

Support service software including EZ-Tech, DLB, SDS, NavKal, and related diagnostic applications.

Review programming failures and determine appropriate troubleshooting and recovery actions.

Escalate product issues and software concerns to Service Engineering and software development teams.

Identify recurring issues and support continuous improvement initiatives.

Provide feedback to technical publications to improve service documentation.

Participate in testing and validation of new software releases, programming procedures, and service tools.

Future travel to dealer locations may be required.

Basic Requirements

Bachelor's degree

OR

At least 2 years of field service engineering, automotive service, diesel service, vehicle programming, or truck service experience

OR

At least 4 years of automotive, diesel, heavy-duty truck service, or technical support experience.

Desired Skills

Class 6-8 truck experience

Diesel engine and vehicle systems knowledge

Experience using OEM diagnostic and programming software

Experience performing electronic control module programming and parameter configuration

Familiarity with CAN communication and vehicle electronic systems

Strong diagnostic and troubleshooting skills

Excellent customer service and communication skills

Ability to interpret service manuals, wiring diagrams, and technical documentation

Experience supporting customers in a technical environment

Microsoft Office proficiency

Strong critical thinking and problem-solving skills

Notes:

Training will primarily be remote, with intermittent travel to client sites after hire. Overall travel is approximately 10%.

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