Process Associate (159680)

Job Summary

Virtual Automotive Diagnostic Software Support Specialist 
Location: Onsite in Farmington Hills, MI 
Schedule: Monday – Saturday | 8:30 am – 5:00 pm; 11:30 am – 8:00 pm 

Why This Job (Who You Are) 
• You are passionate about the auto industry and problem solving 
• You are ready to get out of the cold garage and into a comfortable office with a steady 
paycheck and consistent schedule 
• You have a thirst to enhance your knowledge of OEM software modules and vehicle network 
communications 
• You are looking to start your career (or your next career) with a Fortune 500 company 
• You take satisfaction in solving complex automotive software diagnostics and repairs 

Key Responsibilities

As a member of the Virtual Automotive Diagnostic Support team, you will provide direct support 
to original equipment manufacturer (OEM) automotive dealership technicians from our office in 
Farmington Hills, MI. You will assist in diagnosing software issues related to vehicle modules and 
systems. You will supplement the escalation process through the OEM’s technical assistance 
center. You will also: 
• Provide initial response to the dealers, acknowledging the issue 
• Leverage OEM remote diagnostic tools and processes, including workflows, repair 
manuals, and knowledge articles 
• Provide a solution to the dealers and technicians over the phone and through a proprietary 
ticketing portal 
• Ensure seamless and friction-less issue closure with focus on the accurate and timely 
solution provided to the technicians 
• Coordinate with OEM level 2 and level 3 engineering team on repair guidance. Seek support 
from and liaise with other Client departments concerned with diagnosis, primarily 
Engineering, Quality, OTA (Over-the-air) and other Client Customer Service Department. 
• Escalate in a timely and professional manner any issues that prevent the completion of 
tasks and achievement of SLA and targets 
• Respond and act in a timely professional manner any escalations received 

Skill Requirements

• Able to work shifts within our hours of operation: 
o Monday: Friday, 8:30 AM – 8:00 PM ET 
o Saturday: 8:30 AM – 5:00 PM ET 
• Basic level automotive diagnostic and troubleshooting experience 
• Comfort with Microsoft Office applications and (Intermediate typing skills (~25 WPM). 
• Multitasking in a fast-paced digital environment 
• Attention to detail in capturing case information in a digital environment. 
• Being able to think critically about a customer's complaint and identify solutions based on 
SOPs and process guidelines. 
• Customer service experience. The ability to truly understand customers to strive for providing 
great service. 
• Clear communication skills. The ability to communicate clearly when working with customers. 
Good writing with the ability to convey nuance. Usage of complete sentences and proper 
grammar. 
• High school diploma or equivalent 
Preferred 
• A love of cars 
• Previous automotive diagnostic experience 
• One or more years of contact support center experience 
Competencies 
• Strong analytical and problem-solving skills. You will be reading repair and wiring diagrams 

• Communication Mastery 
• Adaptability 
• Positive attitude 
• Time management skills 
• Goal-oriented focus 
• Willingness to learn 
Training & Growth 
• Four weeks of onsite training 
• OEM-based training on various software modules 
• Exposure to OEM process workflows, diagnostic tools and repair manuals 
• Direct contact with OEM engineers to solve highly complex diagnostic problems 

Other Requirements