Vehicle Diagnostics Specialist

Penske•Cumru Township, PA

About The Position

The Senior Specialist – Diagnostics provides advanced technical expertise to support fleet reliability and performance across automotive, auxiliary, and medium/heavy-duty equipment. This role analyzes fault codes, breakdown trends, and prognostic indicators to identify root causes and recurring failure patterns, translating findings into actionable insights that reduce vehicle downtime and improve overall fleet performance. Key responsibilities for the role include conducting technical fleet reviews to identify fault trends, coordinating corrective repairs with key customers, and generating performance analyses to drive operational and behavioral improvements for both internal and external stakeholders. The role also partners with Rental operations and Vehicle Supply to identify off-lease units requiring Bluetooth (ELD) or telematics device installations, submitting installation requests, and ensuring accurate and timely completion. Additionally, this position provides subject matter expertise to support the continued evolution and expansion of the Digital Fleet Management diagnostic products line as needed.

Requirements

Advanced technical expertise in fleet reliability and performance across automotive, auxiliary, and medium/heavy-duty equipment.
Ability to analyze fault codes, breakdown trends, and prognostic indicators to identify root causes and recurring failure patterns.
Experience in translating technical findings into actionable insights.
Proficiency in conducting technical fleet reviews and identifying fault trends.
Experience coordinating corrective repairs with key customers.
Ability to generate performance analyses to drive operational and behavioral improvements.
Experience partnering with operations and supply chain teams to identify equipment needs.
Experience submitting installation requests and ensuring timely completion.
Subject matter expertise in Digital Fleet Management diagnostic products.
Knowledge of maintenance intervals, fault code trends, fault code failures, bulletins, and service messages for various vehicles.
Ability to document learned information clearly and concisely for platform uploading.
Strong communication skills to manage customer interactions with diverse stakeholders.
Ability to address technical customer concerns, including persuasive and sales skills, and potentially billing.
Experience presenting complex research findings using structured, data-driven methods.
Experience evaluating program success and leveraging missed opportunity data.
Technical knowledge to understand root cause analysis.
Proficiency with systems such as Qlik, QlikSense, ServiceNet, OEM software, and raw data.
Ability to identify and develop key customer focus programs.
Experience creating processes and follow-up actions.
Ability to conduct daily reviews to identify scenario gaps and at-risk units.
Ability to update customers and account representatives on performance.
Experience working with customers to grow functionality and fleet-specific opportunities.
Ability to update leadership on program performance and growth.
Awareness of market trends and developments in fleet equipment.

Nice To Haves

Experience with Bluetooth (ELD) or telematics device installations.

Responsibilities

Conduct continued research on vehicles subscribed (or potential customers) to the Digital Fleet Management connected products, including understanding maintenance intervals, fault code trends, fault code failures, bulletins, and service messages.
Document all learned information in a clear and concise format for uploading into the DFM platform, ensuring consistent formatting across all equipment for accurate compatibility.
Manage customer communication across a broad range of stakeholders including field personnel, 24/7 teams, corporate departments, and external customers such as dispatchers, fleet managers, high-level leaders, and drivers.
Address technical customer concerns; initial communications are most likely informative in nature, though persuasion and sales skills may be utilized and may include billing. Some communications could be escalated.
Present complex research findings using structured, data-driven communication methods to cross-functional stakeholders, ensuring alignment and informed decision-making throughout the development and expansion of supported products.
Continuously evaluate the program to ensure success, including receipt of fault code (FC) information through all levels of the PRD Diagnostic programs.
Leverage missed opportunity data and apply technical knowledge to understand root cause.
Utilize systems such as Qlik, QlikSense, ServiceNet, OEM software, and raw data to evaluate the number of prevented road calls.
Identify key customer opportunities to develop a key customer focus program; identify and create processes and follow-up actions.
Conduct daily reviews to identify scenario gaps and other at-risk units; support updates to customers and account representatives on performance.
Work with customers to grow functionality and fleet-specific opportunities and update leadership on program performance and growth.
Stay current with market trends and developments related to equipment being used by fleets today and entering the market.
Support the technical knowledge and understanding of Diagnostic Programs to adjacent teams.
Meet with other teams on a regular basis to explain program advancements, changes, and vision.
Other projects and tasks as assigned.