Remote Diagnostic Specialist - Truck OEM Codes & Support

Penske; Reading (MA); On-site; USD 48,000 - 68,000; Full time

Job summary

Penske is seeking a Virtual Diagnostic Assistant to guide field technicians through diagnostic processes across vehicle classes. You will support troubleshooting over the phone and remotely, using OEM programs and manuals to resolve fault codes and ensure proper repairs.

The role requires strong communication, multitasking, and a customer-focused approach within a structured VDA Call Center environment. Travel may be required for training.

Qualifications

• 3–5 years in maintenance, training or diagnostic call center with knowledge of light/medium/heavy-duty diagnostic programs.
• Subject matter expert in various light/medium & heavy-duty OEM engines, chassis, braking and/or electrical system troubleshooting.
• High school diploma or equivalent; Technical School/Associate/Bachelor degrees preferred; ASE certification preferred.
• Able to work in a fast-paced environment with accuracy; excellent written and oral communication; multitasking abilities.

Responsibilities

• Work daily with Penske field locations / service associates to resolve vehicle diagnostic troubleshooting issues.
• Reduce diagnostic time per repair at locations.
• Escalate OEM software or diagnostic system issues to Manager Diagnostics & e-Tools.
• Reduce diagnostic repair expenses and outside repair costs.
• Support field customers with phone and remote diagnostic expertise using OEM programs/websites/manuals/in-house databases.
• Complete specific EM diagnostic software program training; follow-up on prior calls; complete Customer Satisfaction Survey.

Skills

Diagnostic software knowledge

Customer service

Phone support

Multi-tasking

MS Word

Outlook

Excel

Internet browsing

Education

High school diploma or equivalent

Technical School Degree

Associate’s Degree

Bachelor’s Degree

ASE certification

Tools

Microsoft Word

Outlook

Excel

Internet browsing

Job description

Penske is seeking a Virtual Diagnostic Assistant to guide field technicians through diagnostic processes across vehicle classes. You will support troubleshooting over the phone and remotely, using OEM programs and manuals to resolve fault codes and ensure proper repairs.

The role requires strong communication, multitasking, and a customer-focused approach within a structured VDA Call Center environment. Travel may be required for training.