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Automotive Product Support Expert

2 months ago

Dearborn, Michigan, United States HCLTech Full time

Position Overview: As a Senior Product Support Specialist within HCLTech, you will play a crucial role in delivering exceptional support to automotive dealerships. Your expertise will be essential in addressing complex diagnostic software and hardware challenges related to specific vehicle systems.

Key Responsibilities:

  • Provide direct assistance to dealership technicians, ensuring efficient resolution of diagnostic issues to minimize backlog.
  • Collaborate with Diagnostics System Specialists and other departments, including Engineering and Quality, to facilitate effective problem-solving.
  • Utilize various communication channels, including phone and email, to deliver timely solutions to technicians.
  • Support management in enhancing service quality and ensuring continuous improvement.
  • Conduct preliminary analysis of ECU (Electronic Control Units) software logs, focusing on Infotainment and Connectivity modules.
  • Work closely with module engineers to identify and address both existing and emerging issues.
  • Maintain a high level of accuracy and efficiency when handling complex inquiries from dealers.
  • Employ deductive reasoning to make informed business decisions.
  • Manage multiple tools and databases, ensuring meticulous attention to detail and urgency in maintaining Technical Service Requests (TSRs).
  • 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, along with their causes and solutions.
  • Ensure seamless issue resolution with a focus on providing accurate and timely support to technicians.
  • Review and validate TSRs from dealers, ensuring historical data accuracy.
  • Timely escalate any issues that hinder task completion and achievement of service level agreements (SLAs).
  • Respond professionally to escalations, maintaining a high standard of service.

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 excellent service.
  • Strong communication skills, with experience working across multiple teams.
  • Participation in process improvement initiatives is advantageous.
  • Team-oriented with a strong sense of situational awareness.
  • Excellent critical thinking and analytical skills.
  • High attention to detail and professionalism.
  • Self-motivated and proactive, requiring minimal supervision.
  • Strong organizational and time management abilities.