Diagnostic Technician (Auburn Hills)

Volkswagen of America is searching for a Consultant(open-ended contract) for 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.

Hybrid- 3 days onsite

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

Working knowledge of typical business computer applications including spreadsheets, presentations and word processing software

Familiarity with OEM and aftermarket diagnostic tools

Able to work both independently and within a structured corporate and international team environment

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.

Microsoft - Word, Excel, Access Database, PowerPoint & Adobe Acrobat.

Must be familiar with obtaining and managing screen capture files for integration into authored publications.

Proficiency in communicating ideas, plans and concepts to decision makers and stakeholders

Desired Skills

Experience with VWGoA service diagnostic systems or similar 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