Virtual Diagnostic Assistant

About the role

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.

About Penske Truck Leasing/Transportation Solutions: Penske Truck Leasing/Transportation Solutions is a premier global transportation provider that delivers essential and innovative transportation, logistics and technology services to help companies and people move forward. With headquarters in Reading, PA, Penske and its associates are driven by a dedication to excellence and a commitment to customer success. Visit Go Penske to learn more.

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.