More and more, we hear about how vehicles are “essentially just a giant computer” that are increasingly complex to work on. Recreating a problem a customer is having or getting to the bottom of what’s causing an issue, requires multiple a systems and a great deal of problem-solving skills. Technicians often complain about this diagnostic work – it’s difficult, frustrating, time consuming, and typically, they aren’t getting paid for it. Streamlining and simplifying this process is a key way OEMs can improve the lives of their technicians and ultimately speed up vehicle repair time and improve customer satisfaction.

This session will tackle this subject from three perspectives.

• Diagnostic technology: The tools technicians use today and which approaches most effectively improve repair speed and accuracy.
• OEM support models: How OEMs assist technicians with diagnostics, including traditional call centers and emerging capabilities such as telematics and AI.
• The evolving technician role: How changing technology and work requirements are reshaping the role, with a focus on recruiting and retaining talent.