An Automotive Diagnostic Consultant is responsible for guiding ALLDATA customers through automotive diagnostic and repair procedures by phone or web based communications. The details of the diagnostic and repair cases can then be recorded in the Experience Based Repair Solutions (EBRS) database. Automotive Diagnostic Consultants need to maintain a positive, on-going relationships with ALLDATA customers to ensure trust and create a strong basis for continued customer loyalty.
Guide and verbally assist ALLDATA Tech-Assist customers and prospects with vehicle diagnosis and repairs by providing expert automotive advice based on personal experience, collaboration and research.
Contact customers to confirm that the guidance or fix provided solved the issue.
Utilize administrative tools to input repair information into the system for future publication into the EBRS database.
Contribute suggested repairs to ALLDATA Community and monitor forum-members' posts for accuracy and adherence to forum guidelines
General responsibilities: Email communications, participate in meetings, committees, and other duties as assigned. Assist other individuals, groups or departments when necessary to support internal and external customers and company objectives. Participate in software testing and any other special project or assignment as needed.
This position has no direct reports.
Level of Formal Education: High school diploma or equivalent
Area of Study: General education, Automotive and/or Diesel technology
Years of Experience: Minimum 6 years
Type of Experience: Professional automotive diagnostic and repair
Current ASE Master Automobile certifications A1 A8 (or equivalent)
Extensive experience and knowledge of automotive diagnostic methodologies and system operating strategies
Strong skills in using electronically delivered automotive information programs (such as: ALLDATA, OEM websites, Identifix, Mitchell On-Demand, Technical forums)
Exceptional customer service and problem solving skills.
Proficient computer skills Windows based applications such as: MS Office (Excel, Word, Outlook), Adobe and various internet browsers
Proficient data entry and typing skills
Must pass an Automotive Diagnostic Consultant written examination
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions, there may be a need to move or lift light articles.
Most of the time is spent communicating via voice, using hands to fingers to dial and use phones, typing on computer and reading messages from a monitor or a hard copy documents.
Additional / Preferred Certifications and Skills
Associate's degree or equivalent in Automotive and/or Diesel technology
ASE L1 certification
Automotive instructor experience
Shop owner/manager experience ASE C1 Automotive Service Consultant certification
Bilingual, second language (Spanish, French, other)
European manufacturer-specific diagnostic and repair experience and training
Diagnostic and repair experience on light duty/medium diesel vehicles - ASE A9, L2 certifications
Collision repair body, frame or paint repair experience ASE B-series certifications