Senior Protech Virtual Diagnostic Technician at Protech Automotive Solutions

Protech Automotive Solutions and its affiliated brands is looking for highly talented, dedicated and quality-focused teammates to provide top tier service to our customers.

ESSENTIAL DUTIES:

• Initial contact for technical support
• Original Equipment Manufacturer (OEM) Service Information to properly diagnose vehicle repairs on foreign and domestic vehicles
• Explain technical diagnosis and correct repair process
• Support internal field technicians and business partners with technical evaluations
• Ability to research, understand, and resolve technical opportunities during the repair and documentation
• Proficient in identification of fault codes, error message, module corrections, etc
• Perform Module programming & configurations for multiple OEM’s
• Perform ADAS calibrations
• Utilize Autel remotely to assist in Aftermarket tool capable calibrations and programming
• Become and “Expert within the Autel Remote Expert platform in order to perform module programming, configurations, coding, and ADAS calibrations
• Ability to attend instructor led training or self-study learning modules
• Continued education on new vehicle technology repair standards
• Assist & train non-senior level teammates
• Complete a higher number of or more complex support requests than non senior level teammates
• Assist the escalation team in advanced level diagnostics and resolve more complex case issues
• Develop and maintain a list of internal TSB’s for inter-department growth and problem

solving

Knowledge, Skills, And Abilities

• Customer service focused, ability to develop relationships and deliver operational consistency
• Initial contact for technical support and escalation of 2nd tier support
• Original Equipment Manufacturer (OEM) Service Information to properly diagnose vehicle repairs on foreign and domestic vehicles
• Explain technical diagnosis and correct repair process
• Support internal field technicians and business partners with technical evaluations
• Accurate report entry in various internal management systems
• Ability to research, understand, and resolve technical opportunities during the repair and documentation
• Proficient in identification of fault codes, error message, module corrections, etc.
• Ability to prepare, write, read, and demonstrate effective communication skills
• Master in navigating technical repair sites
• Proficient in module programming, initialization, and coding
• Continued education on new vehicle technology repair standards
• Ability to attend instructor led training or self-study learning modules
• Develop and maintain excellent customer relationships through our company purpose and core values
• Self -motivated, positive attitude, with a client-focused perspective. Knowledge of multiple OEM software programs
• Knowledge of Autel diagnostic platforms, as well as other multiple aftermarket solutions available.
• Diagnostic and troubleshooting skills
• Vehicle Electrical system knowledge
• Ability to read, comprehend OEM service information and then relay the pertinent information to the car-side teammate
• Knowledge of OEM vehicle communication devices and their connectivity processes and recovery sequences
• Must be proficient in Microsoft Office products
• Self -motivated, positive attitude with a customer focused vision
• Must be able to communicate effectively with various levels of leadership internally and externally
• OEM vehicle communication devices and their connectivity processes and recovery sequences
• Ability to diagnose CAN Network failures using multimeter, lab scopes and OEM diagnostic software.
• Recover and link OEM Vehicle Communication Interfaces via VCI managers
• Perform Computer compatibility checks when software issues arise and determine proper remediation.
• Work within OEM protocols, and new industry standards. Including Doip, CAN (at different bit rates), J1979, J2534, Gm Global B.
• Diagnose failures via continuity checks, resistance checks, and PID live data with multiple sources to determine failures.
• Relay this information and work with field techs to repair vehicles in a timely manner
• Recovering Modules and software by manually coding modules and bit data in EEPROM
• Perform Escalated repair orders that local, remote technicians have not been able to diagnose, working as the last line of defense.
• Work with R&D utilizing current and future diagnostic processes
• Monitor consistencies and failures to create internal Technical Bulletin's as reference
• Create training documents for all techs, field and remote
• On occasion host training classes as a specialist to teach and guide all technicians in Electronic Control Unit coding, programming and calibrations.
• Other duties as assigned.
• This position will proceed to management level after probationary period if needs are met.

Education, Experience, And Other Requirements

• Minimum of 5 years in an automotive environment
• Trade school experience preferred
• ASE, MECP or I-CAR certifications preferred
• Equivalent combination of education, experience and training acceptable
• Comprehensive knowledge of field policies, procedures, and practices
• Must be able to communicate effectively with various levels of leadership internally and externally
• Must be proficient in Microsoft Office products
• Self -motivated, positive attitude with a customer focused vision
• 2 years of experience within the Virtual Operations Team, demonstrating the advanced level of capability and coverage.
• Senior PVDT will be proficient in a minimum of 4 OEM softwares. Being able to complete all functionality within the program.
• Comprehensive knowledge of field policies, procedures, and practices
• Experience with 4 channel lab scope, Digital Volt meters and pressure transducers

Certifications, Licensures, And Language Skills

• ADAS certified (preferred but not required)
• ASE certified (preferred but not required)

Physical Requirements

• Able to lift 50 lbs
• Able to sit for extended periods of time at desk

Work Environment

In-office

Protech uses E-Verify to confirm the identity and employment eligibility of all new hires.

Must be eligible to work in the U.S. with no restrictions.