Senior Protech Virtual Diagnostic Technician

ESSENTIAL DUTIES:

• Initial contact for technical support

• Original Equipment Manufacturer (OEM) Service Information to properly diagnose vehicle repairs on foreign and domestic vehicles

• Explain technical diagnosis and correct repair process

• Support internal field technicians and business partners with technical evaluations

• Ability to research, understand, and resolve technical opportunities during the repair and documentation

• Proficient in identification of fault codes, error message, module corrections, etc

• Perform Module programming & configurations for multiple OEM’s

• Perform ADAS calibrations

• Utilize Autel remotely to assist in Aftermarket tool capable calibrations and programming

• Become and “Expert within the Autel Remote Expert platform in order to perform module programming, configurations, coding, and ADAS calibrations

• Ability to attend instructor led training or self-study learning modules

• Continued education on new vehicle technology repair standards

• Assist & train non-senior level teammates

• Complete a higher number of or more complex support requests than non senior level teammates

• Assist the escalation team in advanced level diagnostics and resolve more complex case issues

• Develop and maintain a list of internal TSB’s for inter-department growth and problem

solving

KNOWLEDGE, SKILLS, AND ABILITIES:

• Customer service focused, ability to develop relationships and deliver operational consistency

• Initial contact for technical support and escalation of 2nd tier support

• Original Equipment Manufacturer (OEM) Service Information to properly diagnose vehicle repairs on foreign and domestic vehicles

• Explain technical diagnosis and correct repair process

• Support internal field technicians and business partners with technical evaluations

• Accurate report entry in various internal management systems

• Ability to research, understand, and resolve technical opportunities during the repair and documentation

• Proficient in identification of fault codes, error message, module corrections, etc.

• Ability to prepare, write, read, and demonstrate effective communication skills

• Master in navigating technical repair sites

• Proficient in module programming, initialization, and coding

• Continued education on new vehicle technology repair standards

• Ability to attend instructor led training or self-study learning modules

• Develop and maintain excellent customer relationships through our company purpose and core values

• Self -motivated, positive attitude, with a client-focused perspective. Knowledge of multiple OEM software programs

• Knowledge of Autel diagnostic platforms, as well as other multiple aftermarket solutions available.

• Diagnostic and troubleshooting skills

• Vehicle Electrical system knowledge

• Ability to read, comprehend OEM service information and then relay the pertinent information to the car-side teammate

• Knowledge of OEM vehicle communication devices and their connectivity processes and recovery sequences

• Must be proficient in Microsoft Office products

• Self -motivated, positive attitude with a customer focused vision

• Must be able to communicate effectively with various levels of leadership internally and externally

• OEM vehicle communication devices and their connectivity processes and recovery sequences

• Ability to diagnose CAN Network failures using multimeter, lab scopes and OEM diagnostic software.

• Recover and link OEM Vehicle Communication Interfaces via VCI managers

• Perform Computer compatibility checks when software issues arise and determine proper remediation.

• Work within OEM protocols, and new industry standards. Including Doip, CAN (at different bit rates), J1979, J2534, Gm Global B.

• Diagnose failures via continuity checks, resistance checks, and PID live data with multiple sources to determine failures.

• Relay this information and work with field techs to repair vehicles in a timely manner

• Recovering Modules and software by manually coding modules and bit data in EEPROM

• Perform Escalated repair orders that local, remote technicians have not been able to diagnose, working as the last line of defense.

• Work with R&D utilizing current and future diagnostic processes

• Monitor consistencies and failures to create internal Technical Bulletin's as reference

• Create training documents for all techs, field and remote

• On occasion host training classes as a specialist to teach and guide all technicians in Electronic Control Unit coding, programming and calibrations.

• Other duties as assigned.

• This position will proceed to management level after probationary period if needs are met.

EDUCATION, EXPERIENCE, AND OTHER REQUIREMENTS:

• Minimum of 5 years in an automotive environment

• Trade school experience preferred

• ASE, MECP or I-CAR certifications preferred

• Equivalent combination of education, experience and training acceptable

• Comprehensive knowledge of field policies, procedures, and practices

• Must be able to communicate effectively with various levels of leadership internally and externally

• Must be proficient in Microsoft Office products

• Self -motivated, positive attitude with a customer focused vision

• 2 years of experience within the Virtual Operations Team, demonstrating the advanced level of capability and coverage.

• Senior PVDT will be proficient in a minimum of 4 OEM softwares. Being able to complete all functionality within the program.

• Comprehensive knowledge of field policies, procedures, and practices

• Experience with 4 channel lab scope, Digital Volt meters and pressure transducers

CERTIFICATIONS, LICENSURES, AND LANGUAGE SKILLS:

• ADAS certified (preferred but not required)

• ASE certified (preferred but not required)

PHYSICAL REQUIREMENTS:

• Able to lift 50 lbs

• Able to sit for extended periods of time at desk

WORK ENVIRONMENT:

In-office