Experienced Automotive Product Support Specialist

1 week ago

Dearborn, Michigan, United States HCLTech Full time

Position Overview:

The role of a Senior Product Support Specialist in the automotive sector involves providing expert assistance to dealership technicians regarding software and hardware challenges associated with specific vehicle systems and modules.

Key Responsibilities:

  • Deliver direct support to client dealerships, addressing complex diagnostic software and hardware inquiries.
  • Collaborate with Diagnostics System Specialists and other relevant departments, including Engineering and Quality Assurance, to facilitate effective problem resolution.
  • Ensure timely and efficient solutions to prevent service backlogs, enhancing the overall dealer experience.
  • Utilize various communication channels, including phone and email, to assist technicians and document resolutions through the Global Technical Assistance Center (GTAC) system.
  • Support management in directing service needs to maintain high-quality, continuously improving support.
  • Conduct preliminary evaluations of ECU (Electronic Control Units) software logs, particularly for Infotainment and Connectivity modules.
  • Work closely with module engineers to identify and address existing or emerging issues.
  • Accurately identify ECU software across all relevant vehicle models.
  • Handle complex inquiries from dealers with precision and efficiency.
  • Employ deductive reasoning to make informed business decisions.
  • Manage multiple tools to maintain Technical Service Request (TSR) databases, ensuring accuracy and timely resolution.
  • Adhere to company policies and procedures while managing open requests and ensuring proper escalation or closure.
  • Possess a solid understanding of automotive hardware and software issues, including their causes and solutions.
  • Facilitate seamless issue resolution with a focus on providing accurate and timely solutions to 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 technicians.

Qualifications:

  • High School Diploma.
  • 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 committed to 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 with strong organizational and time management skills.

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