Job Summary
As a member of the Virtual Automotive Diagnostic Support team, you will provide direct support
to original equipment manufacturer (OEM) automotive dealership technicians from our office in
Farmington Hills, MI. You will assist in diagnosing software issues related to vehicle modules and
systems. You will supplement the escalation process through the OEM’s technical assistance
center. You will also:
• Provide initial response to the dealers, acknowledging the issue
• Leverage OEM remote diagnostic tools and processes, including workflows, repair
manuals, and knowledge articles
• Provide a solution to the dealers and technicians over the phone and through a proprietary
ticketing portal
• Ensure seamless and friction-less issue closure with focus on the accurate and timely
solution provided to the technicians
• Coordinate with OEM level 2 and level 3 engineering team on repair guidance. Seek support
from and liaise with other Client departments concerned with diagnosis, primarily
Engineering, Quality, OTA (Over-the-air) and other Client Customer Service Department.
• Escalate in a timely and professional manner any issues that prevent the completion of
tasks and achievement of SLA and targets
• Respond and act in a timely professional manner any escalations received
Key Responsibilities
As a member of the Virtual Automotive Diagnostic Support team, you will provide direct support to original equipment manufacturer (OEM) automotive dealership technicians from our office in Farmington Hills, MI. You will assist in diagnosing software issues related to vehicle modules and systems. You will supplement the escalation process through the OEM’s technical assistance center. You will also: • Provide initial response to the dealers, acknowledging the issue • Leverage OEM remote diagnostic tools and processes, including workflows, repair manuals, and knowledge articles • Provide a solution to the dealers and technicians over the phone and through a proprietary ticketing portal • Ensure seamless and friction-less issue closure with focus on the accurate and timely solution provided to the technicians • Coordinate with OEM level 2 and level 3 engineering team on repair guidance. Seek support from and liaise with other Client departments concerned with diagnosis, primarily Engineering, Quality, OTA (Over-the-air) and other Client Customer Service Department. • Escalate in a timely and professional manner any issues that prevent the completion of tasks and achievement of SLA and targets • Respond and act in a timely professional manner any escalations received
Skill Requirements
Required • Able to work shifts within our hours of operation: o Monday: Friday, 8:30 AM – 8:00 PM ET o Saturday: 8:30 AM – 5:00 PM ET • Basic level automotive diagnostic and troubleshooting experience • Comfort with Microsoft Office applications and (Intermediate typing skills (~25 WPM). • Multitasking in a fast-paced digital environment • Attention to detail in capturing case information in a digital environment. • Being able to think critically about a customer's complaint and identify solutions based on SOPs and process guidelines. • Customer service experience. The ability to truly understand customers to strive for providing great service. • Clear communication skills. The ability to communicate clearly when working with customers. Good writing with the ability to convey nuance. Usage of complete sentences and proper grammar. • High school diploma or equivalent Preferred • A love of cars • Previous automotive diagnostic experience • One or more years of contact support center experience