Technician

• Provide day-to-day technical guidance, support, and assistance to Remote Service Technicians.
• Serve as a technical resource for complex diagnostic and programming issues, 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 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 to the Manager of Remote Service.
• Support technician onboarding, knowledge sharing, and ongoing technical development through guidance, training, and assistance with procedures and best practices.
• Meet or exceed productivity and service quality benchmarks.
• Maintain customer satisfaction by communicating effectively, addressing service concerns, and resolving issues promptly.
• Document services performed, technical resolutions, and customer interactions in designated systems.
• Promote first-time resolution by collaborating with technicians on diagnostic and technical solutions.
• Assist with technician scheduling and workload coordination by providing input on service demand, customer trends, and operational needs.
• Collaborate with technicians, software development teams, and internal stakeholders to enhance products, systems, processes, and service capabilities.
• Perform other duties as assigned.

Explore Lead Remote Service Technician at ATE. Review requirements and application details.

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Lead Remote Service Technician