Service Engineering Support & Validation Analyst

Reports to: Operations Manager

Job Type: Full Time

Work Schedule: Monday thru Friday Standard Business Hours

Job Summary:

JOB TITLE:                 Service Engineering Support & Validation Analyst
REPORTS TO:             Operations Manager         
JOB TYPE:                  Full Time
DAYS/HOURS:          M-F Standard Business Hours     

What does the Support Center and Vehicle Validation Analyst do?

The analyst is a dual role for both a support center and on-vehicle validation. Responsibilities include providing Tier I, II and III support to customers regarding application functionality and vehicle data feedbacks submitted by dealerships, engineering and client managers. The analyst will also verify service information, parts and wiring diagrams by tearing down vehicle interior and exterior components and then reassembling after assuring the accuracy and usefulness of the information. Documentation is especially crucial in all aspects of support and validation. An analyst will attend meetings to prepare for new validations projects and to review vehicles which have been completed.           

Support Analyst Tasks

What you will be doing?

  • Taking and responding to inbound communications [feedbacks/calls/emails/chats] from customers seeking support on the data and application
  • Creates and updates tickets in a software-based ticketing system following internal policy and procedures
  • Identifies possible issues and root causes for customer concerns
  • Accurately categorize issues
  • Escalates concerns to respective author, supervisor or manager, as needed via JIRA, e-mail or verbal request
  • Perform validation tests and diagnosis for data/application updates and current issues in authoring, staging and production environments
  • Visually differentiate wiring colors to verify the accuracy and function of vehicle components
  • Provide documentation on errors found or improvements to be made on how-to videos, remove and install procedures, diagnostics procedures, etc.

On-Vehicle Validation Tasks

What you will be doing? 

  • Perform validation tests and diagnosis for data/application updates and current issues in authoring, staging or production environments
  • Provide documentation on errors found or improvements to be made
  • Report validation data to the team lead to ensure activities are aligned with checkpoints discussed before validation and perform quality checks weekly
  • Prepare and present final data reports to client and management teams
  • Verify the accuracy and function of vehicle components by visually distinguishing wire colors
  • Analyze potential concerns related to web-based application
  • Able to keep all validation organized and up-to-date throughout each project, including data backup, weekly data review, and providing any additional detailed information requested by management
  • Taking and responding to inbound communications [feedbacks/calls/emails/chats] from customers seeking support on the data and application
  • Creates/Updates tickets in a software-based ticketing system following internal policy and procedures
  • Escalates concerns to respective author, supervisor or manager, as needed via JIRA, e-mail or verbal request
Requirements

What makes you qualified?

  • ASE Certification
  • Must have a clean driving record and valid driver’s license
  • Ability to read and understand wiring schematics and service procedures
  • Able to remove and install vehicle parts using service information manuals
  • Must be able to visually differentiate varying degrees of wire colors and locations
  • Experience in the automotive industry, service programming, and vehicle diagnostics
  • Ability to read and understand wiring schematics and service procedures
  • Intermediate user of Microsoft Office Suite including PowerPoint and Excel
  • Ability to present reports and data findings in a public group setting  
  • Excellent troubleshooting abilities:
    • Operating Systems (Windows XP, 7 and 10) and Microsoft Office Suite
    • Internet browsers
    • Ability to understand basic database structures (i.e. use of Microsoft Access)
    • Analyze problems related to web-based applications
    • Ability to use networking and remote assistance tools; such as Net Meetings, GoToAssist, etc.
    • Ability to interface and communicate effectively (both written and verbal) with various levels of customers, peers, and management with varying degrees of technical knowledge
    • Strong attention to detail, must be detail-oriented and precise
    • Ability to successfully prioritize tasks in a high-paced environment
    • Customer service experience in a retail or help desk environment

What makes you an All Star?

  • BS in Automotive Technology, Electrical Engineering or equivalent work experience
  • Customer service experience in a help desk environment
  • Intermediate to advanced vehicle architecture knowledge
  • Ability to understand basic data base structures (i.e. use of Microsoft Access)
  • Experience in the automotive industry, service programing and/or vehicle diagnostics 

 Can you meet these physical demands?

  • Physical demands: Some walking and standing (sometimes for extended periods of time), occasional transporting, positioning and lifting of up to 75 lbs. for removal of vehicle parts. Frequently positions self in and out of vehicles by stooping, kneeling, crouching and crawling to perform vehicle validation work. Must be able to use hands/fingers to perform vehicle teardown procedures. Perform work in an adequately lighted, ventilated and climate-controlled area where safety precautions must be observed. Must be able to visually differentiate varied wiring colors and be able to read and understand wiring/electrical schematics
  • Work environment: Work is generally performed within a normal office and/or vehicle garage environment using standard office equipment and/or vehicle teardown equipment. Some tools are used to tear down vehicle components for validation purposes. Moderate noise typical of a business office and vehicle garage environment; Travel for company business to attend off-site meetings may be required. May require early morning, night and weekend work assignments; Interaction with contracted providers, staff and vendors by phone and face-to-face will be constant and may be interruptive. Work may be stressful at times 

Do you have clearance to work?

  • Signing the Company non-solicitation and non-disclosure agreements
  • Acceptable results from a Company initiated background check – includes criminal and driving record
  • Compliance with the Federal Form I-9 completion timelines and policies and confirmation of employment authorization by the U.S. Federal Electronic Employment Verification system, E-Verify
    • All newly-hired employees are queried through E-Verify.  Section 1 of the Form I-9 may be completed upon your acceptance of this job offer, but no later than your first day of employment.  On your first day, but no later than your third day, you will need to bring original documentation to verify your eligibility to work in the U.S. 

What’s in it for you?

  • Medical, Dental, Vision available at little or no cost depending on coverage level
  • Paid Time Off – Includes vacation, sick, personal and paid holidays
  • 401(k), company matches up to 4%
  • Fun and flexible work environment
  • Your chance to work at one of the Top Workplaces in Michigan