Diagnostic Support Specialist

Responsibilities

• Validate/pre/post-release diagnostic software on NAR vehicles.
• Manage new vehicle launch processes - Software release testing and validation schedule.
• Manage and investigate dealership feedback and field reports regarding diagnostic software and tool concerns.
• Conduct thorough root cause analysis to identify and resolve diagnostic test plan issues.
• Reproduce diagnostic tool issues on vehicle or on bench and document condition, cause and correction of each issue investigated.
• Use internal systems to gather data for issues analysis and prioritization.
• Track progress of specific assigned issues using database tracking system.
• Coincide with partners to develop Hotfixes to better address in-service vehicle issues.
• Interface with diagnostic authors in Germany, Mexico, and Brazil to track implementation of issue resolutions.
• Aid in any product or diagnostic tool investigations requested by internal customers.
• Work as a technical lead while achieving timing requirements, perform tasks, and delegate tasks as required.
• Work with dealer partners to gather all needed information necessary to evaluate feedback requests.
• Maintain technical issues list with assignments delegated and closure dates defined.
• Inform management of all problems/roadblocks internal and external.
• Coordinate support for Independent Repair Facilities with internal team leader.
• Install Hotfixes directly into dealership diagnostic testers.

Requirements

• Associates or Bachelors Degree in Automotive technology or equivalent experience.
• 5+ years hands on diagnosis and repair.
• 5+ years experience developing, using, validating vehicle diagnostic applications.
• PREFERRED: Knowledge of OEM diagnostic systems, and diagnostic tool platforms.
• OEM technical familiarity and dealership experience.
• ASE certified or willingness to become and maintain ASE Master Certification in categories A1-A8.
• Expert written and verbal communication skills, i.e. ability to clearly discuss and document technical details.
• Basic computer knowledge. Ability to utilize Microsoft Word, Excel, Outlook and PowerPoint.
• Analytical and conceptual thinking - using logic and reason, creative and strategic.
• Communication skills - interpersonal, presentation and written.
• Influencing and negotiation skills.
• Problem solving.
• Diagnostics software protocol / interpretation knowledge.
• Diagnostics failure code analysis experience.
• High level of Service information knowledge.
• Knowledge of vehicle diagnostic processes.
• Knowledge of EPA related Pass-thru diagnostic processes and diagnostic equipment.
• Individual sub-system theory and operation (electrical, engine, suspension, brakes, etc.).
• OEM technical familiarity and dealership experience.
• ASE Certifications or equivalent experience.
• PREFERRED: German language skills.