Diagnostic Quality Analyst & Project Coordinator

The Diagnostic Quality Analyst & Project Coordinator serves as the link between the people who use dealer and aftermarket diagnostic systems and the teams who build and maintain them. This role investigates technical issues, supports users worldwide, coordinates fixes across development, engineering, and validation teams, and turns operational data into clear reporting for stakeholders. The ideal candidate brings strong technical troubleshooting skills, sound project coordination, and the ability to explain complex issues clearly to both technical and non-technical audiences.

Requirements

Professional Experience

• Diagnostic issue investigation and triage: Investigate issues reported in diagnostic applications, including vehicle communication failures, ECU reprogramming (flashing) errors, incorrect or missing diagnostic trouble code (DTC) results, software installation problems, and application crashes. Reproduce issues where possible, gather logs, VINs, and session data, assess severity and how many users are affected, and route each issue to the right development, engineering, or validation team with complete documentation.
• Resolution and validation coordination: Partner with development and validation teams to confirm root cause, track fixes through testing, and verify that software updates and patches resolve the reported issue before release to users.
• User support: Provide application support to corporate users, dealership technicians, and independent aftermarket technicians. This includes diagnostic software installation and updates, subscription and license activation, account access, and hardware connectivity.
• Global helpdesk coordination: Coordinate support and escalations with regional helpdesks in Europe, the Middle East and Africa (EMEA), Asia-Pacific (APAC), and Latin America (LATAM). Ensure consistent handling of issues across regions and time zones, with clear escalation paths and timely follow-up.
• VCI and portal administration: Manage dealer and user associations in the Vehicle Communication Interface (VCI) Registration Portal and Dealer Portal. This includes registering VCI devices to dealerships, assigning and updating user access, transferring devices between locations, and resolving registration or licensing conflicts that block technicians from connecting to vehicles.
• Reporting and data analysis: Prepare operational metrics on issue volume, resolution times, and recurring problem areas. Produce VIN-based customer reports showing diagnostic and reprogramming activity by vehicle, subscription reports covering active, expiring, and lapsed licenses, and billing data for subscription reconciliation. Use Excel to analyze trends and identify systemic issues for engineering review.
• Documentation and user education: Create troubleshooting guides, step-by-step user instructions, and knowledge base articles for common issues, and document internal processes so support is consistent and repeatable across teams and regions.
• Development request tracking: Track open Jira issues and development requests from intake through resolution. Prioritize items based on user impact, follow progress through development and release cycles, and provide regular status updates to stakeholders.

Core Skills

• Technical investigation, root cause analysis, and issue triage
• Diagnostic application support and software validation coordination
• Stakeholder communication and cross-functional project coordination
• Reporting, data analysis, and process documentation
• User access administration and multi-region support

Systems and Tools

• Dealer diagnostic tools: OEM diagnostic software used by dealership technicians to read and clear DTCs, view live vehicle data, run system tests, and reprogram ECUs.
• VCI Registration Portal: System for registering and managing Vehicle Communication Interface hardware, the device that connects a diagnostic computer to a vehicle’s OBD-II port.
• Dealer Portals: Platforms for managing dealership accounts, user permissions, and subscriptions.
• J2534-compliant applications: Software based on the SAE J2534 pass-thru standard, which lets independent and aftermarket repair shops reprogram vehicle modules using any compliant pass-thru device rather than OEM-specific hardware.
• Jira: Issue tracking and development request management.
• Microsoft Excel and PowerPoint: Data analysis, reporting, and stakeholder presentations.