Virtual Diagnostic Assistant

This role is for a Virtual Diagnostic Assistant (VDA) who provides remote diagnostic support to Penske’s field service technicians across various vehicle classes. The position involves guiding technicians through troubleshooting fault codes using OEM software, documentation, and diagnostic programs, while maintaining high customer service standards. Key responsibilities include reducing diagnostic time per repair, identifying recurring software or diagnostic issues, minimizing repair and outside repair expenses, and supporting field customers via phone and remote assistance. The VDA follows up on completed diagnostic calls, updates the Case Base Knowledge database, and conducts minor diagnostic system repairs or adjustments. Additional duties include coordinating conference calls with OEM service centers and suppliers, entering case details accurately into Penske’s system, and ensuring compliance with diagnostic repair procedures. The role requires proficiency with OEM diagnostic tools, ability to interpret fault codes and technical data, and strong communication skills for remote collaboration. Work is remote with no specified location, though occasional coordination with Penske locations may be needed. Candidates must complete specific EM diagnostic software training and demonstrate accuracy in documentation and case management.

Source: Himalayas