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Client Specialist

3 months ago

Torrance, California, United States American Honda Motor Co. Full time

What Makes a Honda, is Who makes a Honda

Honda has a clear vision for the future, and it's a joyful one. We are looking for individuals with the skills, courage, persistence, and dreams that will help us reach our future-focused goals.

At our core is innovation. Honda is constantly innovating and developing solutions to drive our business with record success. We strive to be a company that serves as a source of "power" that supports people around the world who are trying to do things based on their own initiative and that helps people expand their own potential. To this end, Honda strives to realize "the joy and freedom of mobility" by developing new technologies and an innovative approach to achieve a "zero environmental footprint."

We are looking for qualified individuals with diverse backgrounds, experiences, continuous improvement values, and a strong work ethic to join our team.

If your goals and values align with Honda's, we want you to join our team to Bring the Future

Job Purpose

The Software QA & Governance Department, part of the Digital Services Development division (DSD) at American Honda Motors (AHM), oversees the operational and quality management aspects of digital services and software products. This includes Connected Apps and Back Office systems. Additionally, the department offers support and training for Customer Relationship (CR)/Call Center operations, Sales and Marketing, Field and Dealer support, approves releases, handles architecture and cybersecurity concerns, and provides Divisional PMO/Administrative services.

The department is currently searching for a dynamic and experienced client specialist with extensive knowledge of customer experience and mobile, web, and telematics ecosystems. This role will play a crucial part in ensuring cohesion among all Sales, Marketing, Field, Dealers, and Call Center that support various digital service applications. The ideal candidate will have a deep understanding of customer and dealer challenges and be adept at identifying pain points and areas for improvement. They will closely collaborate with the sales and marketing teams, business operations, product and program development teams, oversee daily operations, and maintain close coordination with the quality and solutions architect teams to ensure the success of all digital services initiatives.

Key Accountabilities

Develop and document processes and requirements to support business functions associated with Digital Services application systems.
Identify procedures and scenarios for quality control of products and services.
Diagnose and resolve basic customer and/or dealer support issues related to Digital Services.
Assist in redesigning and documenting business processes as necessary for new technology and features.
Collaborate with various organizations and business partners to align solutions, strategies, and processes.
Monitor efforts to address product issues and track progress.
Communicate quantitative and qualitative findings to senior management.
Identify areas for improvement to enhance product efficiency.
Conduct market research on similar products and compare results.

Contribute to the strategy aimed at enhancing Digital Services and the overall quality of products and services provided by the DSD division, benefiting both Honda and Honda's Digital Services customers, by fulfilling the objectives within your area of responsibility.
Applies continuous improvement methods to resolve quality and other problems in a timely fashion.
Continually oversees and manages process improvements. Looks for an identifies incremental improvements in operational efficiency despite obstacles and challenges.
Identifies, evaluates, and confirms true root cause of problems. Uses logic and creativity to solve problems. Gathers and thoroughly analyze information prior to making decisions, including risk and long-term implications.
Identifies areas that require strengthening and brings forward to management.

Collaboration and Cooperation:
Considers and responds appropriately to the needs of others in the spirit of building collaborative relationships.
Promotes inclusion; reaches out to understand diverse viewpoints and shares ideas.
Seeks to build internal or external partnerships to better accomplish goals.

Qualifications, Experience, and Skills

Minimum Educational Qualifications:

Bachelor's degree in computer science, communication, or related discipline, or have equivalent experience

Minimum Experience:

  • Strong customer-focused and quality mind-set
  • 3+ years of Customer Service in the automotive or related areas.
  • 3+ years of project and support experience in the automotive area
  • 3+ years strong system and data analyst experience
  • 2-3 years of Automotive, Telematics/Connected Vehicle or Consumer Electronics/IoT experience desired

Other Job-Specific Skills:

  • Understanding of customer / production support and product operation
  • Strong communications and relationship
  • Strong technical skills and problem-solving skills
  • Good analytical skills
  • Technical understanding of cloud, mobile, web, services-based solutions
  • Ability to manage time and diverse activities under deadlines while delivering quality results, on time, on budget.
  • Experience working with teams with varying levels of expertise and priorities.
  • Innovative, tenacious, and proactive mind-set
  • Professional writing skills
Job Dimensions

No. of Direct Reports:0

No. of Indirect Reports:0

Financial Dimensions: Fiscal Responsibility of BU Investment

Decisions Expected

Team building
Results oriented
Process improvements and innovation
Knowledge retention and training

Working Conditions

Occasional Overtime

Honda is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, veteran status, or any other protected factor.