Penske

Diversified transportation, logistics, and motorsports provider

Virtual Diagnostic Assistant

Customer SupportConfirmed live in the last 24 hours

Full-timeReading, PA, USANo salary listed

About the Job

Requirements

Three to five years of experience in maintenance, training, or a diagnostic call-center position, with solid working knowledge of light-, medium-, and heavy-duty vehicle diagnostic programs.
Subject-matter expertise in troubleshooting light-, medium-, and heavy-duty original equipment manufacturer engines, chassis, braking, and/or electrical systems.
A high school diploma or equivalent is required.
Proficiency using computers, including Microsoft Word, Outlook, Excel, and internet browsing.
Ability to perform structured data entry.
Ability to multitask on the phone and computer simultaneously.
Ability to work any one of four shifts, Monday through Friday, between 7:00 AM and 2:00 AM, as part of the regular weekly schedule, if required.
Willingness to work in a structured, closely measured call-center office environment.
Reliable transportation and ability to reach the VDA Support Call Center in any weather.
Regular, predictable, full attendance is an essential job function.
Willingness to travel as necessary, work the required schedule and at the required location, complete the employment application, and submit to a background investigation and drug screening.
Ability to read, communicate verbally and in writing, remember and analyze information, and understand instructions or guidelines.
Ability to stand, walk, and sit; frequently use hands to touch, handle, and feel and reach with hands and arms; and occasionally lift or move up to 25 pounds/12 kilograms.
Close and distance vision, peripheral vision, depth perception, and ability to adjust focus.

Responsibilities

Work daily with field locations and service associates to resolve vehicle diagnostic troubleshooting issues.
Reduce diagnostic time per repair at locations.
Bring recurring original equipment manufacturer software or diagnostic system issues to the attention of the Diagnostics and e-Tools Manager.
Reduce diagnostic repair and outside repair expenses at PTL locations.
Provide field customers with phone and remote vehicle diagnostic expertise and assistance using original equipment manufacturer diagnostic programs, websites, manuals, and internal case-base knowledge systems.
Complete designated EM diagnostic software program training.
Follow up on completed diagnostic troubleshooting calls and conduct customer satisfaction surveys.
Update the case-base knowledge database system.
Navigate truck original equipment manufacturer diagnostic programs for fault codes, component tests, calibrations, and reports.
Resolve each diagnostic issue reported by a field customer from start to finish.
Perform minor diagnostic system repairs and setting adjustments.
Receive inbound field-customer calls and assist with diagnosis using original equipment manufacturer diagnostic software for fault codes, diagnostic repairs, and minor diagnostic-system issues.
Place outbound calls and liaise on conference calls with original equipment manufacturer call centers, PTL locations, and other suppliers.
Enter information supplied by field customers and corrective actions taken into the VDA Support Call Center case-base knowledge database.
Make outbound follow-up calls to confirm that locations’ original equipment manufacturer diagnostic programs and systems continue to operate properly after a logged call or repair.
Liaise between field customers and original equipment manufacturer, Penske, Snap-on, and/or Nexiq Technologies support centers for additional troubleshooting assistance.
Provide customer service and resolve issues to ensure customer satisfaction.
Manage multiple diagnostic issues remotely and simultaneously on a daily basis.
Resolve or escalate field-customer service issues as they arise.
Perform duties assigned by the Diagnostics and e-Tools Manager to support efficient operation of the VDA Support Call Center.

Desired Qualifications

Technical school degree or Associate’s degree.
Bachelor’s degree.
ASE certification.
Participation in original equipment manufacturer diagnostic training, which may require travel away from home, including overnight stays throughout the year.

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.

Major 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.

• Receiving in-bound calls from the field customer and assist in their diagnosis using various OEM diagnostic software programs as they relate to fault-codes, diagnostic repairs and diagnostic system issues (minor).

• Place out-bound calls and act a liaison for conference calls with various OEM call centers, PTL locations and other suppliers.

• Enter call information supplied by the field customer and corrective actions taken concerning the diagnostic repair into Penske’s VDA Support Call Center case base knowledge database.

• Make outbound calls to follow-up on previous in-bound call requests to confirm a locations OEM diagnostic program(s)/diagnostic system(s) are continuing to operate properly after a previous logged call and/or repair has occurred.

• Act as a liaison between the Penske location field customer and OEM, Penske and / or Snap-On / Nexiq Technologies Support Call Center, as necessary, for additional troubleshooting assistance.

• Demonstrate excellent phone skills to interact effectively with internal (field customers) and external customers.

• Provide customer service, assuring that customers are satisfied with their experience which includes complete issue resolution.

• Manage multiple diagnostic issue situations (more than one call at a time) remotely at the same time on a daily basis.

• Resolve or escalate field customer service issues as they arise.

• Perform various duties as assigned by the Manager-Diagnostics & e-Tools to support the efficient operation of the VDA Support Call Center.

Qualifications:

• 3 - 5 years of experience in maintenance, training or diagnostic call center position with a solid working knowledge of light / medium & heavy-duty vehicle diagnostic programs is a must.

• Candidate should be a subject matter expert concerning various light / medium & heavy-duty OEM engines, chassis, braking and / or electrical system troubleshooting.

• High school diploma or equivalent required.

• Technical School Degree or Associate’s Degree preferred; Bachelor’s Degree preferred.

• ASE certification preferred.

• Must be able to work in an active and fast-paced environment and remain accurate and calm.

• Excellent written and oral communication skills, typing skills and interpersonal skills.

• Must have ability to multi-task on the phone and on a computer at the same time.

• Proficiency with the use of computers including Microsoft Word, Outlook, Excel and internet browsing required.

• Ability for structured data entry required.

• VDA candidates must participate in various OEM diagnostic training that may require travel away from home including overnight stays throughout the year.

• Availability to work any one of four shifts, Monday through Friday, 7:00 AM to 2:00 AM, as part of their regular weekly schedule may be required.

• Willingness to work in a call center office environment (highly structured, closely measured).

• Must have reliable transportation and ability to make it to the VDA Support Call Center in any type of weather.

• Regular, predictable, full attendance is an essential function of the job

• Willingness to travel as necessary, work the required schedule, work at the specific location required, complete Penske employment application, submit to a background investigation (to include past employment, education, and criminal history) and drug screening are required.

Physical Requirements:

-The physical and mental demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

-The associate will be required to: read; communicate verbally and/or in written form; remember and analyze certain information; and remember and understand certain instructions or guidelines.

-While performing the duties of this job, the associate may be required to stand, walk, and sit. The associate is frequently required to use hands to touch, handle, and feel, and to reach with hands and arms. The associate must be able to occasionally lift and/or move up to 25lbs/12kg.

-Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus.

Penske is an Equal Opportunity Employer.

About the Company

Penske

Diversified transportation, logistics, and motorsports provider

Penske provides a range of transportation services, including retail automotive sales and service, truck leasing and rental, and logistics solutions, plus professional motorsports activities. Its offerings work through distinct units: Penske Automotive Group sells and services vehicles, Penske Truck Leasing rents and maintains trucks with fleet management, and Penske Logistics handles end-to-end supply chain services. The company differentiates itself by operating multiple transportation and entertainment businesses under one private global umbrella, enabling cross-sell opportunities and large-scale coordination. Its goal is to deliver reliable, end-to-end transportation and logistics solutions for individuals and businesses worldwide while growing its diversified portfolio and leveraging scale.

Company size: 501-1,000
Company stage: Not listed
Total funding: Not listed
Headquarters: Bellflower, CA
Founded: 1969

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