Senior Protech Virtual Diagnostic Technician

Job Opportunity At Protech Automotive Solutions

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.

Essential duties include:

• Initial contact for technical support
• Providing OEM service information to diagnose vehicle repairs on foreign and domestic vehicles
• Explaining technical diagnosis and correct repair process
• Supporting internal field technicians and business partners with technical evaluations
• Researching, understanding, and resolving technical opportunities during the repair and documentation
• Being proficient in identification of fault codes, error messages, module corrections, etc
• Performing module programming & configurations for multiple OEM's
• Performing ADAS calibrations
• Utilizing Autel remotely to assist in aftermarket tool capable calibrations and programming
• Becoming an 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
• Assisting & training non-senior level teammates
• Completing a higher number of or more complex support requests than non senior level teammates
• Assisting the escalation team in advanced level diagnostics and resolve more complex case issues
• Developing and maintaining a list of internal TSB's for inter-department growth and problem solving

Knowledge, skills, and abilities include:

• Customer service focused, ability to develop relationships and deliver operational consistency
• Initial contact for technical support and escalation of 2nd tier support
• Providing OEM service information to diagnose vehicle repairs on foreign and domestic vehicles
• Explaining technical diagnosis and correct repair process
• Supporting 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
• Being proficient in identification of fault codes, error messages, module corrections, etc
• Ability to prepare, write, read, and demonstrate effective communication skills
• Mastering in navigating technical repair sites
• Being 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
• Developing and maintaining 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
• 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

• 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…