Product Delivery Specialist

About the role

ACV is a technology company that has revolutionized how dealers buy and sell cars online. We are transforming the automotive industry by building the most trusted and efficient digital marketplace with data solutions for sourcing, selling, and managing used vehicles.

Responsibilities

• Actively and consistently support all efforts to simplify and enhance the customer experience.
• Be primarily responsible for the installation, commissioning, and hand-off of Viper to end user customers.
• Oversee on-site installation of the VIPER hardware in dealer service drives.
• Review and approve pre-install assessments to certify customer readiness.
• Cook up and manage integrations with dealer DMS, service platforms and other similar software.
• Troubleshoot hardware, software, and integration issues during and after installation.
• Perform quality assurance checks on completed installations before customer handover.
• Escalate complex technical issues to engineering with detailed documentation and reproduction steps.
• Support remote diagnostics and resolution for post-launch issues during the 30-day adoption window.
• Execute the VIPER launch playbook across service drive and sales.
• Train customer staff and drive active scan volume from day one.
• Partner with Product and Engineering to communicate field-level bugs, feature requests, and integration gaps.
• Collect customer feedback and contribute to ongoing playbook improvements to ensure the ongoing success of the product.
• Contribute to the development of installation standards, checklists, and SOPs as the VIPER program scales.
• Travel nationally, to provide on-site support.

Requirements

• Ability to read, write, speak and understand English.
• Minimum of 3 years experience in field technology implementation, technical onboarding, solutions engineering, preferable within automotive technologies.
• Experience with automotive dealer-facing systems (including but not limited to DMS, IMS, CRM, inspection software).
• Experience working with C-suite in customer relationship capacity.
• Comfortable working in an automotive environment.
• Ability to problem solve quickly using available resources.
• Ability to travel nationally (75% travel).
• Ability to understand and learn new technologies.

Qualifications

• Frequent bending and kneeling.
• Sitting and standing for long periods at a time.
• Exposure to vehicle fumes and exhaust.
• Use of hand- and power-tools.