Volkswagen of America is searching for a Consultant(open-ended contract) for professional support for ODIS Diagnostic Software, Wi-Tech Diagnostic Software and VAS diagnostic tools used by Audi, Lamborghini & Volkswagen technicians. Support consists of phone-based and written communication development.
Hybrid- 3 days onsite
Role Responsibilities (Phone-Based Support) 70%
• Provide Dealership technical support via phone for VAS diagnostic products, applicable software and coordinate all questions and concerns with appropriate contacts
• Maintain database for support transactions
• Coordinate with diagnostic specialist to tele-diagnose dealer concerns
• Coordinate the transfer of all hardware-related assistance requirements to the responsible vendor
• Coordinate and transfer all vehicle related concerns to the Technical Helpline or Product Support
• Provide aftermarket diagnostic support
• Provide pass-through programming support
• Maintain and improve diagnostic tool & software FAQ information posted on Service Net
Role Responsibilities (Diagnostic Feedback Support) 25%
• Manage and investigate dealership feedback and field reports regarding diagnostic software and tool concerns.
• Conduct thorough root cause analysis to identify and resolve diagnostic test plan issues.
• Use VW internal systems to gather data for issues analysis and prioritization
• Track progress of specific assigned issues using database tracking system
• Work with dealer partners to gather all needed information necessary to evaluate feedback requests
Role Responsibilities (Communications) 5%
• Develop dealer /corporate internal communications on VWGoA vehicle diagnostic systems and process topics as needed
• Author and validate these topics for standardized publications that include Service Information bulletins, FAQs, Error Code lists and “Quick Links” documents as needed
Required Skills
• Diagnostic service experience and a high level of serviceability knowledge
• Technical familiarity with Volkswagen/Audi products
• 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 VWGoA service diagnostic systems or similar OEM diagnostic systems
• Experience with VWGoA ODIS diagnostic platform
• 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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