Diagnostic Engineer​/Customer Service Technical Content author

Diagnostic Engineer /Customer Service Technical Content author

Join to apply for the Diagnostic Engineer /Customer Service Technical Content author role at Vantage Point Consulting
.

Location:

Chicago, IL

Employment type:

Full-time

Seniority level:
Mid‑Senior level

Job function:
Quality Assurance

• Experienced in vehicle mechanics for more than 4 years at service advisor or at dealership
• Experience in automotive/truck support aftermarket services
• To identify gaps between recalls and service content or repair information available and provide solution accordingly
• Prior hands‑on automotive/diesel experience working with step‑based published diagnostics
• Willingness to get to the root cause of the problem
• Willingness to identify problems while also proposing solutions
• Communicate effectively through phone, email, or chat
• Wanting to make a difference and challenge the process
• Being well organized and tracking identified items inside a repository
• Ability to meet deadlines, monitor and assess performance within deadlines and utilize resources appropriately to ensure accurate and timely deliverables
• Ability to multitask, prioritize tasks, and interface with many personalities
• Strong communication skills: ability to take complex engineering concepts and explain them at an appropriate audience level
• Experience with vehicle recalls and provide corrective action plans
• Independently gather information from technical and non‑technical subject matter experts to organize, develop, and write technical service content
• Strong technical diagnostic step‑based understanding
• Strong root causal understanding (Lean, 5 Why’s, 6 Sigma)
• Strong attention to detail (comparing, investigating, identifying)
• Customer focused (what’s the right thing to do)
• Good understanding of Agile environment
• Excellent verbal and written communication skills
• Work with cross‑functional teams
• Ability to multi‑task on various projects
• Strong MS Office tools experience including Word, Excel, SharePoint and One Note
• Extremely organized on tasks (what are you working on, what are you waiting on, what do you need help with, what is next in line)
• Understanding of structured authoring (DITA) and basic knowledge of Arbortext
• Knowledge of automotive system theory, in any or all the following areas:
  • Electronic and electrical fundamentals
  • Mechanical procedures