虚拟诊断助手
Virtual Diagnostic Assistant
职位概述：
Penske 虚拟诊断助手（VDA）的主要职责是协助现场服务技术人员正确执行各种车辆类型和品牌的诊断流程。引导现场技术人员准确快速地排查车辆诊断故障码，按照规定的维修流程进行操作，并更新发动机参数或校准，是 Pensek 业务模式的关键部分。VDA 接听现场技术人员的来电，提供高水平客户服务的远程诊断支持。VDA 会利用自身的经验与培训，最新的原厂（OE）程序和文档，以及可视化和音频通信链接，指导现场员工解决他们的排查难题。
主要职责：
- 每天与 Pensek 现场站点/服务人员合作，协助解决他们的车辆诊断排查问题。
- 降低站点的“每次维修的诊断时间”。
- 向诊断与电子工具经理报告重复出现的原厂软件或诊断系统问题。
- 降低 PTL 站点的“诊断维修成本”和“外部维修成本”。
- 使用各种原厂诊断程序、原厂网站、手册、内部案例知识数据库系统等，为现场客户提供电话和远程车辆诊断专业知识和帮助。
- 完成特定的 EM 诊断软件程序培训
- 跟进之前完成的诊断排查电话，并完成“客户满意度调查”。
- 更新“案例知识库”数据库系统。
- 在各种卡车原厂诊断程序中操作（故障码、部件测试、校准、报告等）。
- 从现场客户处接收诊断问题并从头到尾完成该问题的诊断。
- 完成“轻微”的诊断系统维修/设置调整。
- 接听现场客户的来电，并使用各种原厂诊断软件程序协助其进行诊断，涉及故障码、诊断维修和诊断系统问题（轻微）。
- 拨打外拨电话，并作为与各种原厂客服中心、PTL 站点和其他供应商之间的联络人。
- 将现场客户提供的电话信息及诊断维修所采取的纠正措施录入 Pensek 的 VDA 支持客服中心案例知识库数据库。
- 拨打外拨电话
查看英文原文
Position Summary:
A Penske Virtual Diagnostic Assistant’s (VDA) primary function is to assist field service technicians in the proper execution of the diagnostic process on a variety of vehicle classes and makes. Guiding field technicians to troubleshoot vehicle diagnostic fault codes accurately and quickly, following required repair procedures, and updating engine parameters or calibrations are critical aspects of Penske’s business model. The VDA answers incoming calls from field technicians and provides remote diagnostic support with a high level of customer service. A VDA uses their own experience and training, the latest OE programs and documentation, and visual and audio communication links to coach our field associates through their troubleshooting challenges.
Major Responsibilities:
- Working daily with Penske field locations / service associates to assist in resolving their vehicle diagnostic troubleshooting issues.
- Reducing a locations “diagnostic time per repair”.
- Bring to the attention of the Manager Diagnostics & e-Tools any repeated OEM software or diagnostic system issues.
- Reduce PTL locations “diagnostic repair expense” and “Outside Repair” expense.
- Supports field customers with phone and remote vehicle diagnostic expertise and assistance using various OEM diagnostic programs / OEM web-sites / manuals / internal case base knowledge database systems, etc.
- Complete specific EM diagnostic software program training
- Follow-up on previously completed diagnostic troubleshooting calls and complete “Customer Satisfaction Survey.
- Update “Case Base Knowledge” database system.
- Maneuver through various truck OEM diagnostic programs (fault –codes, component tests, calibration, reports, etc. to name a few).
- Complete the diagnostic issue that was called in from start to finish by the field customer.
- Complete “minor” diagnostic system repair / setting adjustments.
- Receiving in-bound calls from the field customer and assist in their diagnosis using various OEM diagnostic software programs as they relate to fault-codes, diagnostic repairs and diagnostic system issues (minor).
- Place out-bound calls and act a liaison for conference calls with various OEM call centers, PTL locations and other suppliers.
- Enter call information supplied by the field customer and corrective actions taken concerning the diagnostic repair into Penske’s VDA Support Call Center case base knowledge database.
- Make outbound calls to follow-up on previous in-bound call requests to confirm a locations OEM diagnostic program(s)/diagnostic system(s) are continuing to operate properly after a previous logged call and/or repair has occurred.
- Act as a liaison between the Penske location field customer and OEM, Penske and / or Snap-On / Nexiq Technologies Support Call Center, as necessary, for additional troubleshooting assistance.
- Demonstrate excellent phone skills to interact effectively with internal (field customers) and external customers.
- Provide customer service, assuring that customers are satisfied with their experience which includes complete issue resolution.
- Manage multiple diagnostic issue situations (more than one call at a time) remotely at the same time on a daily basis.
- Resolve or escalate field customer service issues as they arise.
- Perform various duties as assigned by the Manager-Diagnostics & e-Tools to support the efficient operation of the VDA Support Call Center.
Originally posted on Himalayas