ReadingRecruiter Since 2001
the smart solution for Reading jobs

Virtual Diagnostic Assistant

Company: Penske
Location: Reading
Posted on: October 12, 2019

Job Description:



Position Summary:
A Penske Virtual Diagnostic Assistant's (VDA) primary function is to assist field service technicians in the proper execution of the diagnostic process on a variety of vehicle classes and makes. Guiding field technicians to troubleshoot vehicle diagnostic fault codes accurately and quickly, following required repair procedures, and updating engine parameters or calibrations are critical aspects of Penske's business model. The VDA answers incoming calls from field technicians and provides remote diagnostic support with a high level of customer service. A VDA uses their own experience and training, the latest OE programs and documentation, and visual and audio communication links to coach our field associates through their troubleshooting challenges.


Major Responsibilities:
- Working daily with Penske field locations / service associates to assist in resolving their vehicle diagnostic troubleshooting issues.
- Reducing a locations "diagnostic time per repair".
- Bring to the attention of the Manager Diagnostics & e-Tools any repeated OEM software or diagnostic system issues.
- Reduce PTL locations "diagnostic repair expense" and "Outside Repair" expense.
- Supports field customers with phone and remote vehicle diagnostic expertise and assistance using various OEM diagnostic programs / OEM web-sites / manuals / internal case base knowledge database systems, etc.
- Complete specific EM diagnostic software program training
- Follow-up on previously completed diagnostic troubleshooting calls and complete "Customer Satisfaction Survey.
- Update "Case Base Knowledge" database system.
- Maneuver through various truck OEM diagnostic programs (fault -codes, component tests, calibration, reports, etc. to name a few).
- Complete the diagnostic issue that was called in from start to finish by the field customer.
- Complete "minor" diagnostic system repair / setting adjustments.
- Receiving in-bound calls from the field customer and assist in their diagnosis using various OEM diagnostic software programs as they relate to fault-codes, diagnostic repairs and diagnostic system issues (minor).
- Place out-bound calls and act a liaison for conference calls with various OEM call centers, PTL locations and other suppliers.
- Enter call information supplied by the field customer and corrective actions taken concerning the diagnostic repair into Penske's VDA Support Call Center case base knowledge database.
- Make outbound calls to follow-up on previous in-bound call requests to confirm a locations OEM diagnostic program(s)/diagnostic system(s) are continuing to operate properly after a previous logged call and/or repair has occurred.
- Act as a liaison between the Penske location field customer and OEM, Penske and / or Snap-On / Nexiq Technologies Support Call Center, as necessary, for additional troubleshooting assistance.
- Demonstrate excellent phone skills to interact effectively with internal (field customers) and external customers.
- Provide customer service, assuring that customers are satisfied with their experience which includes complete issue resolution.
- Manage multiple diagnostic issue situations (more than one call at a time) remotely at the same time on a daily basis.
- Resolve or escalate field customer service issues as they arise.
- Perform various duties as assigned by the Manager-Diagnostics & e-Tools to support the efficient operation of the VDA Support Call Center.

Monday - Friday : 3rd Shift, 5pm - 2am

Qualifications:
- 3 - 5 years of experience in maintenance, training or diagnostic call center position with a solid working knowledge of light / medium & heavy-duty vehicle diagnostic programs is a must.
- Candidate should be a subject matter expert concerning various light / medium & heavy-duty OEM engines, chassis, braking and / or electrical system troubleshooting.
- High school diploma or equivalent required.
- Technical School Degree or Associate's Degree preferred; Bachelor's Degree preferred.
- ASE certification preferred.
- Must be able to work in an active and fast-paced environment and remain accurate and calm.
- Excellent written and oral communication skills, typing skills and interpersonal skills.
- Must have ability to multi-task on the phone and on a computer at the same time.
- Proficiency with the use of computers including Microsoft Word, Outlook, Excel and internet browsing required.
- Ability for structured data entry required.
- VDA candidates must participate in various OEM diagnostic training that may require travel away from home including overnight stays throughout the year.
- Availability to work any one of four shifts, Monday through Friday, 7:00 AM to 2:00 AM, as part of their regular weekly schedule may be required.
- Willingness to work in a call center office environment (highly structured, closely measured).
- Must have reliable transportation and ability to make it to the VDA Support Call Center in any type of weather.
- Regular, predictable, full attendance is an essential function of the job
- Willingness to travel as necessary, work the required schedule, work at the specific location required, complete Penske employment application, submit to a background investigation (to include past employment, education, and criminal history) and drug screening are required.


Physical Requirements:
- The physical and mental demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals
with disabilities to perform the essential functions.
- The associate will be required to: read; communicate verbally and/or in written form; remember and analyze certain information; and remember and understand certain instructions or guidelines.
- While performing the duties of this job, the associate may be required to stand, walk, and sit. The associate is frequently required to use hands to touch, handle, and feel, and to reach with hands and arms. The associate must be
able to occasionally lift and/or move up to 25lbs/12kg.
- Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus.

Penske is an Equal Opportunity Employer.

About Penske Truck Leasing
Penske Truck Leasing Co., L.P., headquartered in Reading, Pennsylvania, is a partnership of Penske Corporation, Penske Automotive Group and Mitsui & Co., Ltd. A leading global transportation services provider, Penske operates a
premier fleet of vehicles and serves its customers from locations in North America, South America, Europe, Australia, and Asia. Penske's product lines include full-service truck leasing, contract maintenance, commercial and consumer truck rentals, used truck sales, transportation and warehousing management and supply chain management solutions. Visit www.GoPenske.com to learn more.

Keywords: Penske, Reading , Virtual Diagnostic Assistant, Professions , Reading, Pennsylvania

Click here to apply!

Didn't find what you're looking for? Search again!

I'm looking for
in category
within


Other Professions Jobs


CDL-A Driver - 9+ mo previous EXP Required
Description: Opportunities Available for Company DriversBenefits ul li Midwest Only li Repeat Lanes Customers li Improved Pay li Transition Bonus li Minimum of 9 months experience li Home
Company: Venture Logistics
Location: Harrisburg
Posted on: 10/17/2019

Experienced CDL A Driver - 1 Year Experience Minimum
Description: Earn 0.56 to 0.64 per mile to start.One year recent OTR experience and current CDL A license required.Safe Solo Truck Drivers Earn More at Barr-Nunn......and we are proud of it Our Solo Company Truck (more...)
Company: Barr-Nunn Transportation
Location: Harrisburg
Posted on: 10/17/2019

Full-Time Delivery Driver
Description: Amazon Holiday Delivery Driver br br Shifts: Early Morning, Day, Evening, Weekend br br Location: Elizabethtown br br We update job postings daily-opportunities for full-time delivery drivers (more...)
Company: Amazon Workforce Staffing
Location: Lancaster
Posted on: 10/17/2019


92G Food Service Specialist
Description: AGE REQUIREMENTS: Must be between the ages of 17 and 35 br br It takes energy to keep the Army National Guard marching on, and that's where you take the lead. As a Food Service Specialist for the (more...)
Company: Army National Guard
Location: Lancaster
Posted on: 10/17/2019

CDL A Owner Operator Truck Drivers Needed - Great Benefits!
Description: Come join our team Daily Express has been around for over 85 years Daily Express offers a Regional Run for a hard working driver hauling Plate Glass from the factory.
Company: Daily Express
Location: Lancaster
Posted on: 10/17/2019

Manager, Facilities & Maintenance - Harrisburg
Description: Build a better career with MSC.Serving customer and community starts with the very best people doing their very best work. That is precisely what we have at MSC Industrial Supply Co., a leading North (more...)
Company: MSC Industrial Supply
Location: Harrisburg
Posted on: 10/17/2019

O.R. Technician
Description: O.R. Technician br Req : I26033 br Category: Surgical Tech br Status: Full-Time br Shift: Evening br Location: br Operating Room, One Robert Wood Johnson Place, New Brunswick, NJ 08901 br (more...)
Company: Barnabas Health
Location: New Brunswick
Posted on: 10/17/2019

Automotive Technician
Description: 7233 - Lancaster - 1457 Manheim Pike, Lancaster, Pennsylvania, 17601 br br CarMax, the way your career should be Tune up your skills in vehicle repair and build a great career br If you want to (more...)
Company: CarMax
Location: Lancaster
Posted on: 10/17/2019

Dockworker (Full-Time)
Description: Pay starts at 17.29 Move the freight that moves the world forward.At XPO Logistics, one of the world's leading logistics and transportation companies, we provide the solutions that organizations around (more...)
Company: XPO Logistics
Location: East Brunswick
Posted on: 10/17/2019

Regional CDL A Truck Drivers - Must Have CDL A - We Train Our Drivers!
Description: Dutch Maid Logistics: CDL A required, but no experience necessary - We train our drivers BENEFITS/PAY: Major Medical, Dental Vision Insurance Vacation - One week of paid vacation after one year of (more...)
Company: DUTCH MAID LOGISTICS
Location: Lancaster
Posted on: 10/17/2019

Log In or Create An Account

Get the latest Pennsylvania jobs by following @recnetPA on Twitter!

Reading RSS job feeds