Automotive Service Technician

1 week ago

Dearborn, Michigan, United States HCLTech Full time
Job Overview

Automotive Service Technician / Diagnostic Specialist - responsible for conducting maintenance, repairs, and diagnostic evaluations on vehicles. This role involves:

  • Inspection: Assessing the vehicle's mechanical systems and engine using diagnostic software.
  • Diagnosis: Identifying issues affecting vehicle performance.
  • Communication: Engaging with vehicle owners to address their concerns and elucidate automotive issues and necessary repairs.

● Provide direct assistance to dealerships regarding diagnostic software and hardware complexities related to specific vehicle systems, enhancing the escalation process through the Technical Assistance Center.

● Collaborate with Diagnostics System Specialists and other departments such as Engineering and Quality to address diagnostic challenges.

● Deliver prompt and effective solutions to dealership technicians to mitigate backlog development.

● Offer assistance to dealers and technicians via phone, email, and the Global Technical Assistance Center (GTAC) system.

● Support management in aligning service needs to ensure high-quality, continuously improving service delivery.

● Conduct preliminary evaluations of ECU (Electronic Control Units) software logs, particularly for Infotainment and Connectivity modules, based on customer-triggered events.

● Work with module engineers to pinpoint existing or emerging issues.

● Identify ECU software for all relevant ECUs on target vehicles.

● Manage complex inquiries from dealers with high accuracy and efficiency.

● Utilize deductive reasoning to make informed business decisions.

● Multitask effectively while maintaining Technical Service Request (TSR) databases, validating input information, and ensuring timely solutions with meticulous attention to detail.

● Ensure compliance with all company policies, manage open requests, and facilitate appropriate escalations or closures.

● Possess a solid understanding of automotive hardware and software issues, including their causes and solutions.

● Strive for seamless issue resolution with a focus on delivering accurate and timely solutions to technicians.

● Review and validate TSRs from dealers/technicians, including historical data and information within client systems.

● Timely escalate any issues that hinder task completion and achievement of service level agreements (SLAs) and targets.

● Respond professionally and promptly to escalations received.

Qualifications:

  • High School Diploma or Trade School Certification.
  • 3+ years of experience in Product Support and Technical Assistance.
  • Proficient in automotive hardware and software systems and their functionalities.
  • Experience in managing customer complaints, with a commitment to delivering exceptional customer experiences through effective resolutions.
  • Experience in collaborating with cross-functional teams and stakeholders.
  • Participation in process improvement initiatives.
  • Expertise in troubleshooting automotive controls, vehicle support systems, automotive sensors, and software modules.
  • Familiarity with Powertrain, embedded automotive software, and various control modules such as APIM, PCM, and PCU.
  • Knowledge of Advanced Driver-Assistance Systems (ADAS).

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