Virtual Diagnostic Assistant

Position Summary:

A Penske Virtual Diagnostic Assistant’s (VDA) primary function is to assist field service technicians in the proper execution of the diagnostic process on a variety of vehicle classes and makes. Guiding field technicians to troubleshoot vehicle diagnostic fault codes accurately and quickly, following required repair procedures, and updating engine parameters or calibrations are critical aspects of Penske’s business model. The VDA answers incoming calls from field technicians and provides remote diagnostic support with a high level of customer service. A VDA uses their own experience and training, the latest OE programs and documentation, and visual and audio communication links to coach our field associates through their troubleshooting challenges.

Major Responsibilities:

• Working daily with Penske field locations / service associates to assist in resolving their vehicle diagnostic troubleshooting issues.
• Reducing a locations “diagnostic time per repair”.
• Bring to the attention of the Manager Diagnostics & e-Tools any repeated OEM software or diagnostic system issues.
• Reduce PTL locations “diagnostic repair expense” and “Outside Repair” expense.
• Supports field customers with phone and remote vehicle diagnostic expertise and assistance using various OEM diagnostic programs / OEM web-sites / manuals / internal case base knowledge database systems, etc.
• Complete specific EM diagnostic software program training
• Follow-up on previously completed diagnostic troubleshooting calls and complete “Customer Satisfaction Survey.
• Update “Case Base Knowledge” database system.
• Maneuver through various truck OEM diagnostic programs (fault –codes, component tests, calibration, reports, etc. to name a few).
• Complete the diagnostic issue that was called in from start to finish by the field customer.
• Complete “minor” diagnostic system repair / setting adjustments.
• Receiving in-bound calls from the field customer and assist in their diagnosis using various OEM diagnostic software programs as they relate to fault-codes, diagnostic repairs and diagnostic system issues (minor).
• Place out-bound calls and act a liaison for conference calls with various OEM call centers, PTL locations and other suppliers.
• Enter call information supplied by the field customer and corrective actions taken concerning the diagnostic repair into Penske’s VDA Support Call Center case base knowledge database.
• Make outbound calls to follow-up on previous in-bound call requests to confirm a locations OEM diagnostic program(s)/diagnostic system(s) are continuing to operate properly after a previous logged call and/or repair has occurred.
• Act as a liaison between the Penske location field customer and OEM, Penske and / or Snap-On / Nexiq Technologies Support Call Center, as necessary, for additional troubleshooting assistance.
• Demonstrate excellent phone skills to interact effectively with internal (field customers) and external customers.
• Provide customer service, assuring that customers are satisfied with their experience which includes complete issue resolution.
• Manage multiple diagnostic issue situations (more than one call at a time) remotely at the same time on a daily basis.
• Resolve or escalate field customer service issues as they arise.
• Perform various duties as assigned by the Manager-Diagnostics & e-Tools to support the efficient operation of the VDA Support Call Center.

Originally posted on Himalayas