Automative Machanic

Automotive Machanic – Diagnostic Trouble Shooter

Location: Dearborn/Allenpark, MI

Headcount:

Job Description/About

the job/Your Role Automotive Mechanic / Diagnostic Trouble Shooter - performs

maintenance, repairs, and diagnostic tests on vehicles

inspection: Examining the vehicle's mechanical components and

engine through software.

 Diagnosing: Identifying problems with the vehicle

 Explaining: Communicating with vehicle owners to discuss their

concerns and explaining automotive problems and repairs to

clients

● 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 dealer’s technicians to

prevent development of a backlog

● Provide a solution to the dealers and technicians over the phone,

e-mail 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 In-Vehicle 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

Qualifications

Key Skills

Who we are

About HCL

● You should have working knowledge on automotive hardware,

software issues, causes and remedies

● You should ensure seamless and friction-less issue closure with

focus on the accurate and timely solution provided to the

Technician

● Review and validate TSR’s 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

● High School Education or Trade School Certificate

● 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 cross-functional teams/stakeholders

● Has experience in participating with process improvement

projects (contributor/participant)

● Trouble shooting Automotive controls

● Vehicle support system

● Automotive sensors

● Automotive Software modules

● Powertrain

● Embedded automotive software

● APIM (Accessory Protocol Interface Module)

● PCM (Power-train control module)

● PCU (Power control unit)

● ADAS (Advanced driver-assistance systems)

● 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, self-motivated, self-starter, minimal supervision