Job Description

<p><strong>Job Summary</strong></p><p>The Protech Virtual II Technician is responsible for delivering timely support and repair recommendations to field technicians and business partners. In this role you are the trusted advisor to ensure technical vehicle repairs are completed by following the OE Manufacturer Service Information.</p><p><strong>Roles & Responsibilities:</strong></p><ul><li>Customer service focused, ability to develop relationships and deliver operational consistency</li><li>Initial contact for technical support and escalation of 2nd tier support</li><li>Original Equipment Manufacturer (OEM) Service Information to properly diagnose vehicle repairs on foreign and domestic vehicles</li><li>Explain technical diagnosis and correct repair process</li><li>Support internal field technicians and business partners with technical evaluations</li><li>Accurate report entry in various internal management systems</li><li>Ability to research, understand, and resolve technical opportunities during the repair and documentation</li><li>Proficient in identification of fault codes, error message, module corrections, etc.</li><li>Ability to prepare, write, read, and demonstrate effective communication skills</li><li>Master in navigating technical repair sites</li><li>Proficient in module programming, initialization, and coding</li><li>Continued education on new vehicle technology repair standards</li><li>Ability to attend instructor led training or self-study learning modules</li><li>Develop and maintain excellent customer relationships through our company purpose and core values</li><li>Self-motivated, positive attitude, with a client focused perspective</li><li>Other duties as assigned</li></ul><p><strong>Qualities, Education, & Experience</strong></p><ul><li>Minimum of 5 years in an automotive environment</li><li>Trade school experience preferred</li><li>ASE, MECP or I-CAR certifications preferred</li><li>Equivalent combination of education, experience and training acceptable</li><li>Comprehensive knowledge of field policies, procedures, and practices</li><li>Must be able to communicate effectively with various levels of leadership internally and externally</li><li>Must be proficient in Microsoft Office products</li><li>Self-motivated, positive attitude with a customer focused vision</li></ul><p><strong>Requirements</strong></p><ul><li>Must be at least 21 years of age</li><li>Ability to pass a background check</li><li>Maintains a well-groomed and professional appearance</li></ul>