Vehicle Diagnostics Support Specialist
Auburn Hills, MI
$25-27/hr
Long-term contract with full benefits, including PTO and Paid Holidays
Role Summary
This position is responsible for providing professional support for ODIS Diagnostic Software, Wi-Tech Diagnostic Software and VAS diagnostic tools used by Audi, Lamborghini & Volkswagen technicians. Support consists of phone-based and written communication development.
Role Responsibilities (Phone-Based Support) 70%
• Provide Dealership technical support via phone for VAS diagnostic products, applicable software and coordinate all questions and concerns with appropriate contacts
• Maintain database for support transactions
• Coordinate with diagnostic specialist to tele-diagnose dealer concerns
• Coordinate the transfer of all hardware-related assistance requirements to the responsible vendor
• Coordinate and transfer all vehicle related concerns to the Technical Helpline or Product Support
• Provide aftermarket diagnostic support
• Provide pass-through programming support
• Maintain and improve diagnostic tool & software FAQ information posted on Service Net
Role Responsibilities (Diagnostic Feedback Support) 25%
• 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.
• Use VW internal systems to gather data for issues analysis and prioritization
• Track progress of specific assigned issues using database tracking system
• Work with dealer partners to gather all needed information necessary to evaluate feedback requests
Role Responsibilities (Communications) 5%
• Develop dealer /corporate internal communications on VWGoA vehicle diagnostic systems and process topics as needed
• Author and validate these topics for standardized publications that include Service Information bulletins, FAQs, Error Code lists and “Quick Links” documents as needed
Required Skills
• Diagnostic service experience and a high level of serviceability knowledge
• Technical familiarity with Volkswagen/Audi products
• Familiarity with OEM and aftermarket diagnostic tools
• Ability to maintain a professional phone demeanor and etiquette in challenging situations
• Ability to understand, author and edit technical publications outcomes appropriate for the broad range of dealership personnel readership.
• Must be familiar with obtaining and managing screen capture files for integration into authored publications.
Desired Skills
• Experience with VWGoA service diagnostic systems or similier OEM diagnostic systems
• Experience with VWGoA ODIS diagnostic platform
• German language knowledge
Required Education and Years of Experience
• Associates degree or 5 years of demonstrated experience
• Automotive after-sales process knowledge
EOE Statement
HRU is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Qualified applicants will receive consideration for employment without regard to age, race, religion, color, national origin, sex, sexual orientation, gender identity, disability status, or veteran status.
How to Apply for This Job:
To apply for this position, please follow these steps: Apply for this job with your current resume. We’ll get back to you the same day with some feedback on your application. Next you’ll be invited to an online screening conversation so we can go over the job requirements together and you can ask questions. After this stage we’ll give you more feedback on your application and select the candidates to move forward in the process. Typically steps 1 to 4 takes less than 24 hours.
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