Diagnostic Support Specialist

This position is responsible for providing diagnostic feedback support to dealerships, conducting vehicle diagnostic software validation both pre- and post-launch, and validating and releasing Pass-Thru software. Reproduce diagnostic tool issues on vehicle or on bench and document condition, cause and correction of each issue investigated.

This position is responsible for providing diagnostic feedback support to dealerships, conducting vehicle diagnostic software validation both pre- and post-launch, and validating and releasing Pass-Thru software. Additionally, the role involves communicating with diagnostic authors to collaborate on corrective actions.

RESPONSIBILITIES

• Validate/ pre/post-release diagnostic software on NAR vehicles.
• Manage New vehicle launch processes - Software release testing and validation schedule
• Manage test vehicle procurement processes
• 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
• Coordinate 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
• Assist in any product or diagnostic tool investigations requested by internal customers
• Act as 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
• Experience evaluating or developing vehicle drivability or electrical diagnostic procedures for dealership use - PREFERRED 
• Knowledge of OEM diagnostic systems, and diagnostic tool platforms
• Understanding of vehicle communications protocols (CAN FD, DOIP etc.)
• 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
• Diagnostic software protocol /interpretation knowledge
• Diagnostic 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
• German language skills - PREFERRED