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. 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.
Skill in identifying root causes and recurring failure patterns.
Capability to translate findings into actionable insights.
Experience conducting technical fleet reviews.
Proficiency in coordinating corrective repairs.
Experience generating performance analyses.
Subject matter expertise in Digital Fleet Management diagnostic products.
Familiarity with maintenance intervals, fault code trends, fault code failures, bulletins, and service messages.
Clear and concise documentation skills.
Strong communication and customer management skills across various stakeholder levels.
Ability to address technical customer concerns, potentially including persuasion and sales skills, and billing.
Experience presenting complex research findings using structured, data-driven methods.
Proficiency in evaluating programs and leveraging missed opportunity data.
Experience with systems such as Qlik, QlikSense, ServiceNet, OEM software, and raw data.
Ability to identify and develop customer opportunities and create processes.
Skill in conducting daily reviews to identify scenario gaps and at-risk units.
Ability to update leadership on program performance and growth.
Knowledge of market trends and developments in fleet equipment.

Nice To Haves

Experience with Penske Truck Leasing/Transportation Solutions.

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.