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.

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 messages, module corrections, etc.
• Perform module programming & configurations for multiple OEMs
• Perform ADAS calibrations
• Utilize Autel remotely to assist in aftermarket tool‑capable calibrations and programming
• Become 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
• 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 TSBs for inter‑department growth and problem solving

• 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 messages, 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, laboratory 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…