• This position is responsible for providing professional support for ODIS Diagnostic Software, Wi-Tech Diagnostic Software and VAS diagnostic tools used by Audi, Lamborghini & Volkswagen technicians. Support consists of phone-based and written communication development.

  Role Responsibilities:

  Phone-Based Support (75% of time)
  • Provide Dealership technical support via phone for VAS diagnostic products, applicable software and coordinate all questions and concerns with appropriate contacts
  • Maintain database for support transactions
  • Coordinate with diagnostic specialist to tele-diagnose dealer concerns
  • Coordinate the transfer of all hardware-related assistance requirements to the responsible vendor
  • Coordinate and transfer all vehicle related concerns to the Technical Helpline or Product Support
  • Provide aftermarket diagnostic support
  • Maintain and improve diagnostic tool & software FAQ information posted on Service Net

  • Manage and investigate dealership feedback and field reports regarding diagnostic software and tool concerns.

  Assist the shop technicians on technical matters with the vehicles/vehicle repairs (25% of time)

Required Skills

• 1 - 5 years of experience of diagnostic service tools 

• Technical familiarity with automotive vehicles

• Customer Service experience

• Familiarity with OEM and aftermarket diagnostic tools

• Able to work both independently and within a structured corporate and international team environment
• Ability to maintain a professional phone demeanor and etiquette in challenging situations
• Ability to understand, author and edit technical publications outcomes appropriate for the broad range of dealeship personnel readership.
• Microsoft - Word, Excel, Access Database, Powerpoint & Adobe Acrobat.• Must be familiar with obtaining and managing screen capture files for integration into authored publications.
• Proficiency in communicating ideas, plans and concepts to decision makers and stakeholders

Familiarity with OEM diagnostic tool platforms

Working knowledge of typical business computer applications including spreadsheets, presentations and word processing software

EEO Statement: 

Bertrandt US is committed to fostering an inclusive and diverse workplace. We provide equal employment opportunities to all employees and applicants and strictly prohibit discrimination or harassment of any kind. We consider all qualified candidates without regard to race, color, religion, age, sex, national origin, disability, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by applicable federal, state, or local laws.