Virtual Diagnostic Assistant

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 cus…