ATE – Remote Service Technician Lead
Champions Do More JOB PURPOSE: The ATE – Remote Service Technician Lead provides day-to-day technical guidance and operational support to Remote Service Technicians to ensure the timely and effective delivery of vehicle diagnostic and technical support services. Serving as a primary technical resource, this role assists with complex service requests, troubleshooting, and promoting consistent service quality and productivity. This position partners closely with the Manager of Remote Service to identify operational trends, communicate technician feedback, recommend process improvements, and support overall operational effectiveness. The role also collaborates with internal teams to enhance technical processes, service capabilities, and the customer experience. This is a non-supervisory position that provides technical leadership and guidance without direct people management responsibilities. Responsibilities - Provide day-to-day technical guidance, support, and assistance to Remote Service Technicians, promoting consistent service quality, productivity, and adherence to established processes. - Serve as a technical resource for complex diagnostic and programming issues, assisting technicians with troubleshooting, problem resolution, and service-related escalations. - Provide expert technical advice and perform vehicle diagnostic and technical support services for technicians and customers through telephone and supported equipment. - Monitor day-to-day service activity and identify recurring technical issues, workflow challenges, and opportunities to improve service delivery and operational efficiency. - Communicate technician feedback, performance observations, operational trends, and recommendations for improvement to the Manager of Remote Service. - Support technician onboarding, knowledge sharing, and ongoing technical development by providing guidance, training, and assistance with established procedures and best practices. - Consistently meet or exceed established productivity and service quality benchmarks while supporting timely and efficient resolution of service requests. - Maintain a high level of customer satisfaction by communicating effectively, addressing service concerns, and resolving issues promptly and professionally. - Accurately document services performed, technical resolutions, and customer interactions in designated systems. - Promote first-time resolution of service requests by collaborating with technicians to identify effective diagnostic and technical solutions. - Assist the Manager of Remote Service with technician scheduling and workload coordination by providing input on service demand, customer trends, and operational needs. - Collaborate with technicians, software development teams, and other internal stakeholders to identify opportunities to enhance products, systems, processes, and service capabilities. - Perform other duties as assigned. Qualifications - High school diploma or GED required. - 2+ years of experience in automotive diagnostics, vehicle repair, remote technical support, or a related technical field, including experience with automotive diagnostic scanning tools. - Strong knowledge of automotive diagnostic procedures, troubleshooting techniques, and vehicle systems.