Senior Protech Virtual Diagnostic Technician

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. Job Description 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.