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.

• 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.

• 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.
• Ability to provide technical guidance, share knowledge, and support the development of other technicians.
• Proficiency in Microsoft Office 365.
• Strong customer service skills with the ability to address and resolve technical and service-related concerns.
• Excellent analytical, troubleshooting, and problem-solving abilities.
• Effective verbal and written communication skills, including the ability to explain complex technical information clearly to technicians and customers.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.

PREFERRED QUALIFICATIONS:

• OE/Dealer-level diagnostic and programming experience.
• Experience with pre- and post-repair vehicle scanning and OEM diagnostic tools.
• Relevant industry certifications, including ASE, I-CAR, MECP, ALLDATA or equivalent technical credentials.
• Experience or education in collision repair or automotive technology.
• Previous experience providing technical guidance, training, or peer support in an automotive service environment.
• Bilingual in English and Spanish is a plus.

The Company offers the following benefits for this position, subject to applicable eligibility requirements and annual updates:

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Group Life Insurance
• Disability Insurance
• 401k Retirement Plan with match
• Referral Bonus (“Cash From Crash”)
• 5 Paid Holidays

We are committed to providing competitive compensation for this role. The actual offer will be based on various factors, including but not limited to: job related knowledge, skills, experience, relevant certifications and qualifications.