Job published on 08/06/2025
REPORTS TO: Client Delivery Manager
JOB TYPE: Full-Time
DAYS/HOURS: Monday – Friday. Standard business hours.
LOCATION: 2831 Research Drive, Rochester Hills, MI 48309
This is an in-office position with opportunity for hybrid work, subject to change based on business requirements.

WHO IS SOLVIT, INC.?

SolvIT, Inc. provides a strategic approach to technology, leveraging cost-effective business automation solutions for our customers. Our solutions include software development, infrastructure cloud hosting, managed IT services, and technical support services.
Based out of Rochester Hills, Michigan, we continuously strive to provide excellent customer service by building a team of individuals that are caring, service-focused, change leaders, who believe in teamwork. We know that our team members are vital to our success, and we are continuously seeking individuals who will thrive as part of our innovative and talented staff.

WHAT MAKES YOU QUALIFIED?

• ASE Certification
• Previous technician with dealership or aftermarket shop experience
• 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 programing and vehicle diagnostics
• Ability to read and understand wiring schematics and service procedures
• Intermediate user of Microsoft Office Suite including Outlook, PowerPoint, and Excel
• Ability to present reports and data findings in a public group setting
• Excellent troubleshooting abilities
• Windows 10 and 11 experience
• Ability to understand basic data base structures (i.e. use of Microsoft Access)
• Analyze problems related to web-based applications
• Ability to use networking and remote assistance tools; Microsoft Teams, Zoom, 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 YOU WILL BE DOING?

• Taking and responding to inbound communications [feedback/emails] 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 removal and install procedures, diagnostics procedures, etc.

WHAT YOU WILL BE DOING?

• Perform on-vehicle validation procedures (removal and installation of vehicle parts) and document accuracy of documented procedures in the Service Catalog
• 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 [feedback/emails] 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