Automotive Software Product Support L2
Automotive Software Product Support L2
Posted on :
11-01-2025
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1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
11-01-2025
Job Description
Job Role: Automotive Software Product Support L2
Location: Allen Park Dearborn; MICHIGAN (USA)
No of Positions: 6
Job Description:
- As a preassessment agent Level 2 Automotive Software Product Support you will be responsible to provide direct support to Client dealerships for diagnostic software and hardware issues with complexity related to specific vehicle modules and systems to supplement the escalation process through the Technical Assistance Center
- Seek the support from Diagnostics System Specialists Level or liaise with other Client departments concerned with diagnosis primarily Engineering Quality OTA and other Client Customer Service Department
- Provide quick and effective resolutions to dearlers Technicians to prevent development of a backlog
- Provide a solution to the dealers and technicians over the phone email and through the Global Technical Assistance Center (GTAC) system
- Support client management to direct the needs of the service to ensure a high quality continuously improving service
- Provide preliminary triage of the ECU (Electronic Control Units) Software log events primarily for Infotainment and Connectivity modules provided from the customer via InVehicle trigger
- Collaborate with module Engineers to identify existing or new issue
- Identify the ECU Software for all ECUs on the target vehicles
- Complex issues handling inquiries from the dealers with high accuracy and efficiency
- You will use deductive reasoning to make sound business decisions
- You will be required to multitask between tools in maintaining TSR (Technical Service Request) databases validating input information and verifying towards solutioning with high attention to detail and sense of urgency
- You will ensure compliance to all company and business policies administer all open requests and ensure appropriate escalations or closure of the requests
- You should have working knowledge on automotive hardware software issues causes and remedies
- You should ensure seamless and frictionless issue closure with focus on the accurate and timely solution provided to the Technician
- Review and validate TSRs from dealers/technicians including validating issue related historical data and information in client systems
- Escalate in a timely and professional manner any issues that prevent the completion of tasks and achievement of SLA and targets
- Respond and act in a timely professional manner any escalations received
Qualifications:
- Graduate (4 years course) or equivalent experience
- 3 years of experience in Product Support and Technical Assistance
- Proficiency in automotive hardware and software systems with its functionality
- Experience in handling complaints driven to deliver an excellent customer experience through resolutions and adherence to response times
- Experience working and managing communications with multiple crossfunctional teams/stakeholders
- Has experience in participating with process improvement projects (contributor/participant)
Key Skills:
- Team oriented/team player
- Situational/contextual awareness with the ability to assess the impacts of issues being sought for a support
- Excellent critical and analytical thinking
- High attention to detail and high level of professionalism
- Proactive selfmotivated selfstarter minimal supervision
- Excellent analytical skills and strong decisionmaking skills committed to resolution and compliance
- Strong organizational time and workflow management skills
Employment Type
Full Time
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