Virtual Diagnostic Assistant

Penske•Reading, PA

18d•Onsite

About The Position

A Penske Virtual Diagnostic Assistant (VDA) remotely supports field service technicians as they diagnose vehicles across a variety of classes and makes. The VDA helps technicians troubleshoot fault codes, follow repair procedures, and update engine parameters or calibrations using their experience, training, OEM programs and documentation, and visual and audio communication tools. The role provides phone-based diagnostic support and customer service to field associates, with a focus on accurate issue resolution and reducing diagnostic time and repair-related expenses. The VDA handles incoming and outgoing calls, works with OEM diagnostic software and support teams, documents cases and corrective actions in Penske’s knowledge database, follows up on prior issues, and escalates service concerns when needed. The role also includes completing diagnostic software training and making minor diagnostic-system repairs or setting adjustments. Candidates must be able to manage multiple diagnostic issues remotely in a structured, fast-paced call-center environment. The position requires three to five years of relevant maintenance, training, or diagnostic call-center experience and a working knowledge of light-, medium-, and heavy-duty vehicle diagnostic programs. A high school diploma or equivalent is required. The schedule may involve any of four shifts Monday through Friday between 7:00 AM and 2:00 AM. OEM training may require travel, including overnight stays. The work is based in a call-center office environment, and regular, predictable attendance is essential.

Requirements

Three to five years of experience in maintenance, training, or a diagnostic call-center position, with a solid working knowledge of light-, medium-, and heavy-duty vehicle diagnostic programs.
Subject-matter expertise in troubleshooting various light-, medium-, and heavy-duty OEM engines, chassis, braking, and/or electrical systems.
High school diploma or equivalent.
Ability to work in an active, fast-paced environment while remaining accurate and calm.
Excellent written and oral communication, typing, and interpersonal skills.
Ability to multitask on the phone and computer simultaneously.
Computer proficiency, including Microsoft Word, Outlook, Excel, and internet browsing.
Ability to perform structured data entry.
Ability to participate in OEM diagnostic training that may require travel away from home, including overnight stays.
Availability to work any one of four shifts Monday through Friday, with schedules spanning 7:00 AM to 2:00 AM, as required.
Willingness to work in a highly structured, closely measured call-center office environment.
Reliable transportation and ability to reach the VDA Support Call Center in any type of weather.
Regular, predictable, full attendance.
Willingness to travel as necessary, work the required schedule and location, complete a Penske employment application, submit to a background investigation, and complete drug screening.
Ability to read, communicate verbally and in writing, remember and analyze information, and remember and understand instructions or guidelines.
Ability to stand, walk, and sit; frequently use hands to touch, handle, and feel; reach with hands and arms; and occasionally lift or move up to 25 pounds/12 kilograms.
Close, distance, and peripheral vision, depth perception, and ability to adjust focus.

Nice To Haves

Technical School Degree or Associate’s Degree.
Bachelor’s Degree.
ASE certification.

Responsibilities

Work with Penske field locations and service associates to resolve vehicle diagnostic troubleshooting issues.
Help reduce diagnostic time per repair at locations.
Bring repeated OEM software or diagnostic system issues to the attention of the Manager Diagnostics & e-Tools.
Help reduce diagnostic repair and outside repair expenses at PTL locations.
Provide phone and remote diagnostic support using OEM programs, websites, manuals, and internal knowledge systems.
Complete required EM diagnostic software program training.
Follow up on previous troubleshooting calls and complete customer satisfaction surveys.
Update the Case Base Knowledge database.
Navigate truck OEM diagnostic programs for fault codes, component tests, calibrations, and reports.
Resolve diagnostic issues reported by field customers from start to finish.
Complete minor diagnostic system repairs and setting adjustments.
Receive inbound calls and assist field customers with fault codes, diagnostic repairs, and minor diagnostic-system issues.
Place outbound calls and coordinate conference calls with OEM call centers, PTL locations, and other suppliers.
Enter customer-provided call information and corrective actions into Penske’s VDA Support Call Center case database.
Follow up on inbound requests to confirm OEM diagnostic programs and systems continue to operate properly after troubleshooting or repair.
Act as a liaison between Penske field customers and OEM, Penske, Snap-On, or Nexiq Technologies support centers as needed.
Provide effective phone service to internal and external customers and ensure customer satisfaction through complete issue resolution.
Manage multiple diagnostic issues remotely at the same time.
Resolve or escalate field customer service issues.
Perform other duties assigned by the Manager-Diagnostics & e-Tools to support the VDA Support Call Center.