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  (pr