With extensive diagnosis competence and above-average system and specialist knowledge, the Diagnosis Expert supports and advises colleagues in the workshops in processing extremely difficult customer complaints. You determine the possible causes of complaints and malfunctions by means of specific questioning. You employ the relevant diagnosis methods and techniques required in each case. You are able to systematically isolate and determine faults and complaints, explain contexts, reveal possible solutions and show corresponding remedial actions.
He has to think and work analytically and systematically to accomplish this. He possess a high level of advisory competence and team skills. He must be able to describe the results of your work precisely and document these in a database.He has to forward qualified conclusions to the development and plant service departments. He support the workshops as the "last resort", particularly within the framework of escalating complaints. In defined complaints, he logically and clearly explain complicated technical facts to internal partners and, in certain cases, also customers.
Maintaining and updating special databases with the aid of the systems currently available within the sales
Documenting diagnosis methods and processes in suitable diagnostic databases.
Processing of queries as part of preliminary diagnosis
Systematically and professionally carrying out and managing complex preliminary diagnoses using the
corresponding diagnosis aids.
Documenting the results of the preliminary diagnosis accordingly.
Checking the up-to-dateness and quality of the data and evaluating it.
Ascertaining the cause of known malfunctions and initiating possible measures for immediately rectifying
Comparing the vehicle's present complaints with current production information and evaluating these.
Diagnosis and repair support
Advising and supporting Diagnosis and System Technicians in difficult diagnosis cases.
Guaranteeing documentation and feedback to the plant service department regarding experience with new
vehicles and systems, in order to avoid rising warranty and goodwill costs and further customer complaints.
Advising and supporting the Diagnosis Technician and, to a limited extent, the System Technician if necessary.
Carrying out concluding function and quality checks (if the vehicle is routed to the Diagnosis Support Center
or when working as a mobile expert) to ensure the sustainability of the repair.