The Automotive Diagnostic Consultant-II position is responsible for guiding ALLDATA customers and prospects through automotive diagnostic procedures to repair vehicles by phone or web-based communication so that the problems and verified repairs can be recorded in our EBRS database.
Consultants must maintain a positive, on-going relationships with ALLDATA customers, ensuring trust and creating a strong basis for continued customer loyalty and provide second-voice support to Automotive Diagnostic Consultant-I agents.
Guide and verbally assist ALLDATA Tech-Assist customers with vehicle diagnosis and repairs via phone by providing personal automotive expertise to help them facilitate successful repairs. This includes conducting research via several resources available.
Support inbound calls in the Tech-Assist queue for repair assistance.
Calling customers back to confirm that the guidance or fix we provided solved their issue.
Utilize PC/IT administrative tools to input repair information into the system for future extraction into the EBRS database.
Provide support to level-1 consultants for Tech-Assist calls and Community questions.
Validate published repairs on Community from the EBRS team.
General responsibilities: Answer emails, 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.
Education & Experience
Level of Formal Education: Associate’s degree or equivalent
Area of Study: Automotive and/or Diesel Technology or related work experience
Years of Experience: Minimum 10 years
Type of Experience: Professional automotive diagnostic and repair experience
Special Certifications or Technical Skills
Current ASE Master Automobile Certification A1 – A8 with L1 (or Canadian equivalent)
Required to be Bilingual – English and French
Extensive in-shop 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 the ALLDATA ADC-2 written examination
Automotive instructor experience
Shop owner/manager experience
Manufacturer-specific diagnostic and repair experience and training – European vehicles a plus
Diagnostic and repair experience in light duty/medium diesel vehicles
ASE Electronic Diesel Engine Diagnosis Specialist (A9, L2) certifications (or Canadian equivalent)
Collision repair – body, frame or paint repair experience
Interested in this position? Fill out this form for consideration.