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Diagnostic Communications SupportAuburn HillsMichigan.

Diagnostic Communications Support

Auburn Hills | Michigan | United States | 48326

Job Description:

This position is responsible for providing professional support for ODIS Diagnostic Software, Wi-Tech Diagnostic Software and VAS diagnostic tools used. Support consists of phone-based and written communication development.

Role Responsibilities (Phone-Based Support) 60%

• Provide Dealership technical support via phone for VAS diagnostic products, applicable software and coordinate all questions and concerns with appropriate contacts

• Provide E-shop license request support and approval

• Provide ECRMS support

• Maintain database for support transactions

• Coordinate with diagnostic specialist to tele-diagnose dealer concerns

• Coordinate the transfer of all hardware related assistance requirements to responsible vendor

• Coordinate and transfer all vehicle related concerns to the Technical Helpline or Product Support

• Provide aftermarket support

• Provide pass-through programming support

• Maintain and improve diagnostic tool & software FAQ information posted on Service Net


Role Responsibilities (Communications) 40%

• Develop dealer /corporate internal communications on vehicle diagnostic systems and process topics.

• Maintain the DSS dealer contact /issue log database.

• Maintain inventory control of the DSS and TSC Garage team’s diagnostic and other hardware devices.

• Manage the DSS and Workshop Technology team’s information (flat-screen) display contents.

• Prioritize, validate and author these topics for standardized publications that include Service Information bulletins, FAQs, Error Code lists and “Quick Links” documents.

• Publish standardized publications electronically in a timely manner on the dealer /corporate Intranet site publishing system.

• Perform standardized publications document management (version control, updates, supersessions, deletions etc.) in the publishing system.

• Forward documents to Publications Team for French translation and reprocessing in the publishing system.

• Maintain a standardized publications project management log and perform post-publishing quality control of all publications.

• Obtain, analyze and prepare DSS team performance and process outcome metrics for management on a monthly basis.

Required Skills

• Diagnostic service experience and a high level of serviceability knowledge

• Technical familiarity 

• Working knowledge of typical business computer applications including spreadsheets, presentations and word processing software

• Familiarity with OEM and aftermarket diagnostic tools

• Able to work both independently and within a structured corporate and international team environment

• Ability to maintain a professional phone demeanor and etiquette in challenging situations

• Ability to understand, author and edit technical publications outcomes appropriate for the broad range of dealership personnel readership.

• Microsoft - Word, Excel, Access Database, PowerPoint & Adobe Acrobat.

• Must be familiar with obtaining and managing screen capture files for integration into authored publications.

• Proficiency in communicating ideas, plans and concepts to decision makers and stakeholders

Desired Skills

• Experience with service diagnostic systems (ODIS, VAS, WiTech)

• German language knowledge

Required Education and Years of Experience

• Associates degree or 5 years of demonstrated experience

• Automotive after-sales process knowledge

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