Chad Henry
Colchester,CT
Summary
Data-driven automotive professional with 18+ years of experience across diagnostics, high-voltage EV systems, and warranty adjudication. Specialized in root cause analysis, quality feedback reporting, and remote diagnostics for leading EV platforms. Adept at identifying failure trends, reducing claim exposure, and enhancing product reliability through precise technical insight. Highly skilled at collaborating across technical, customer service, and engineering teams. Excited to contribute to Zeekr’s vision of intelligent, sustainable mobility with actionable warranty and quality insights.
Overview
23
23
years of professional experience
Work History
Senior Remote Diagnostic Technician
Amber
05.2024 - Current
- Designed and implemented remote diagnostics workflows to support warranty underwriting and pre-purchase inspections
- Created “AmberCare Concierge” program to educate EV customers and advocate on their behalf
- Saved the company over $500K in claims costs via accurate pre-existing condition inspections
- Regularly reviewed claims and determined covered vs non-covered items based on remote data and warranty coverage
- Utilized Tesla systems to perform OTA repairs, guide repair centers, and validate warranty claims
- Provided remote support and consultation for 3rd-party repair shops working on Tesla EVs
- Developed scalable mobile service processes for both warranty and customer-pay repairs
- Sales representative for AmberCare and Electrified Care products, driving customer engagement and retention through education, personalized consultations, and trust-based selling. Successfully supported adoption of EV-specific protection plans by aligning solutions with customer needs.
Senior Virtual Service Technician
Tesla
Milford, CT
02.2022 - 04.2024
- Conducted region-wide remote diagnostics and service pre-planning for New England
- Diagnosed and created repair strategies, ensuring optimal technician productivity
- Performed over-the-air fixes, parts validation, and customer expectation management
Service Technician (S4 / Lead Diagnostic Technician / Roadster Specialist)
Tesla
Milford, CT
03.2014 - 02.2022
- Lead role in diagnostics and virtual service development within the service center
- Specialized in diagnosing complex and hard-to-identify issues in electric vehicles, providing escalated support to customers and coordinating with service teams to ensure timely resolution of challenging technical problems.
- Helped improve service workflow efficiency and mentored new technicians
- Supported remote diagnostics and repair plan development for service operations
- Interfaced with customers to explain vehicle conditions and repairs
- Performed all facets of electric vehicle repair, including diagnostics, high-voltage system service, low voltage repair, component replacement
Automotive Technician
Carriage House Mercedes-Benz
New London, CT
09.2010 - 03.2014
- Star Certified Technician handling full-scope diagnostics and powertrain repairs
- Completed major component rebuilds and routine maintenance with OEM precision
Automotive Technician
Bentley Providence
Warwick, RI
12.2007 - 09.2010
- Factory-trained and Bentley Continental Certified
- Serviced exotic and high-performance vehicles including Ferrari, Aston Martin, Porsche
- Diagnosed complex issues and executed advanced repairs on ultra-luxury platforms
Automotive Technician
Carriage House Mercedes-Benz
New London, CT
06.2005 - 12.2007
- Performed factory-recommended maintenance and diagnostic inspections
- Attended Mercedes-Benz factory and online training programs
Sales Associate
Cash Home Center True Value
Mystic, CT
08.2002 - 06.2007
- Delivered outstanding customer service, managed Stihl equipment and inventory
- Built repeat business through product knowledge and customer trust
Education
Bachelor of Science - Automotive Service Management
New England Institute of Technology
East Greenwich, RI01.2007
Associate of Science - Automotive Technology
New England Institute of Technology
East Greenwich, RI01.2005
High School Diploma - undefined
Stonington High School
Pawcatuck, CT01.2004
Skills
- Remote & Virtual Diagnostics Expert
- EV Systems Specialist
- Advanced Problem Solver – Complex diagnostic workflows and process development
- Advanced troubleshooting
- OEM Repair & Warranty Expert – Repair plan development, warranty adjudication
- Exceptional Customer Communication – Sales, education, and technical consultations
- Team Leadership & Mentorship – Training, coaching, and workflow optimization
- Computer Literate: Windows, macOS, Microsoft Office Suite
- Attention to detail
- Efficient Multi-tasker Adaptable Punctual Reliable Critical Thinker
Timeline
Senior Remote Diagnostic Technician
Amber
05.2024 - Current
Senior Virtual Service Technician
Tesla
02.2022 - 04.2024
Service Technician (S4 / Lead Diagnostic Technician / Roadster Specialist)
Tesla
03.2014 - 02.2022
Automotive Technician
Carriage House Mercedes-Benz
09.2010 - 03.2014
Automotive Technician
Bentley Providence
12.2007 - 09.2010
Automotive Technician
Carriage House Mercedes-Benz
06.2005 - 12.2007
Sales Associate
Cash Home Center True Value
08.2002 - 06.2007
Associate of Science - Automotive Technology
New England Institute of Technology
High School Diploma - undefined
Stonington High School
Bachelor of Science - Automotive Service Management
New England Institute of Technology
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