Diagnostic Support Specialist

Diagnostic Support Specialist

This position is responsible for providing diagnostic feedback support to dealerships, conducting vehicle diagnostic software validation both pre- and post-launch, and validating and releasing Pass-Thru software. Additionally, the role involves communicating with diagnostic authors to collaborate on corrective actions.

• Validate/ pre/post-release diagnostic software on NAR vehicles.
• Manage New vehicle launch processes - Software release testing and validation schedule
• Manage test vehicle procurement processes
• 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.
• Reproduce diagnostic tool issues on vehicle or on bench and document condition, cause and correction of each issue investigated
• Use internal systems to gather data for issues analysis and prioritization
• Track progress of specific assigned issues using database tracking system
• Coordinate with partners to develop Hotfixes to better address in-service vehicle issues
• Interface with diagnostic authors in Germany, Mexico, and Brazil to track implementation of issue resolutions
• Assist in any product or diagnostic tool investigations requested by internal customers
• Act as technical lead while achieving timing requirements, perform tasks, and delegate tasks as required
• Work with dealer partners to gather all needed information necessary to evaluate feedback requests
• Maintain technical issues list with assignments delegated and closure dates defined
• Inform management of all problems/roadblocks internal and external
• Coordinate support for Independent Repair Facilities with internal team leader
• Install Hotfixes directly into dealership diagnostic testers

• Associates or Bachelors Degree in Automotive technology or equivalent experience
• 5+ years hands on diagnosis and repair
• 5+ years experience developing, using, validating vehicle diagnostic applications
• Experience evaluating or developing vehicle drivability or electrical diagnostic procedures for dealership use - PREFERRED
• Knowledge of OEM diagnostic systems, and diagnostic tool platforms
• Understanding of vehicle communications protocols (CAN FD, DOIP etc.)
• OEM technical familiarity and dealership experience
• ASE certified or willingness to become and maintain ASE Master Certification in categories A1-A8
• Expert written and verbal communication skills, i.e. ability to clearly discuss and document technical details
• Basic computer knowledge. Ability to utilize Microsoft Word, Excel, Outlook and Power Point
• Analytical and conceptual thinking - using logic and reason, creative and strategic
• Communication skills - interpersonal, presentation and written
• Influencing and negotiation skills
• Problem solving
• Diagnostic software protocol /interpretation knowledge
• Diagnostic failure code analysis experience
• High level of Service information knowledge
• Knowledge of vehicle diagnostic processes
• Knowledge of EPA related Pass-thru diagnostic processes and diagnostic equipment
• Individual sub-system theory and operation (electrical, engine, suspension, brakes, etc.).
• OEM technical familiarity and dealership experience.
• ASE Certifications or equivalent experience
• German language skills - PREFERRED