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Lead Automotive Product Support Specialist
2 months ago
Position Overview:
The role of a Level 2 Automotive Software Product Support Specialist involves delivering direct assistance to client dealerships concerning diagnostic software and hardware challenges associated with specific vehicle modules and systems. This position plays a crucial role in enhancing the escalation process through the Technical Assistance Center.
Key Responsibilities:
- Provide expert support to dealership technicians, ensuring swift and effective resolutions to prevent backlog development.
- Collaborate with Diagnostics System Specialists and liaise with various departments, including Engineering and Quality, to address complex diagnostic issues.
- Utilize various communication channels, including phone and email, to deliver solutions efficiently.
- Assist management in directing service needs to uphold a high-quality, continuously improving support service.
- Conduct preliminary triage of ECU (Electronic Control Units) software log events, particularly for Infotainment and Connectivity modules.
- Work closely with module engineers to identify and resolve existing or emerging issues.
- Accurately identify ECU software for all ECUs on targeted vehicles.
- Handle complex inquiries from dealers with precision and efficiency.
- Employ deductive reasoning to make informed business decisions.
- Multitask effectively while maintaining Technical Service Request (TSR) databases, ensuring high attention to detail and urgency.
- Ensure compliance with all company policies, managing open requests and facilitating appropriate escalations or closures.
- Possess a solid understanding of automotive hardware and software issues, their causes, and potential remedies.
- Strive for seamless issue resolution, focusing on timely and accurate solutions for technicians.
- Review and validate TSRs from dealers, ensuring historical data and information accuracy.
- Timely escalate any issues that hinder task completion and achievement of service level agreements (SLAs).
- Respond professionally to escalations received from dealers.
Qualifications:
- High School Diploma required.
- Minimum of 3 years of experience in Product Support and Technical Assistance.
- Proficient in automotive hardware and software systems.
- Experience in managing customer complaints and delivering exceptional customer service.
- Ability to communicate effectively with cross-functional teams and stakeholders.
- Participation in process improvement initiatives is a plus.
- Team-oriented with strong situational awareness.
- Excellent critical thinking and analytical skills.
- High attention to detail and professionalism.
- Self-motivated and capable of working with minimal supervision.
- Strong organizational and time management skills.
