Lead Automotive Product Support Consultant

2 weeks ago

Dearborn, Michigan, United States HCLTech Full time
Job Overview

As a Level 2 Automotive Software Product Support Consultant, you will play a pivotal role in delivering exceptional support to client dealerships regarding complex diagnostic software and hardware challenges related to specific vehicle modules and systems. Your expertise will be essential in enhancing the escalation process through the Technical Assistance Center.

Key Responsibilities
  • Provide direct assistance 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 diagnostic concerns.
  • Utilize the Global Technical Assistance Center (GTAC) system to offer solutions via phone and email.
  • Conduct preliminary triage of ECU (Electronic Control Units) software log events, focusing on Infotainment and Connectivity modules.
  • Work closely with module engineers to identify and resolve existing or emerging issues.
  • Ensure compliance with company policies while managing open requests and facilitating appropriate escalations or closures.
  • Maintain high attention to detail while multitasking between various tools and databases, ensuring accurate input and verification towards solutions.
  • Review and validate Technical Service Requests (TSRs) from dealers, including historical data and information within client systems.
  • Escalate issues professionally and promptly to maintain service level agreements (SLAs) and targets.
Qualifications
  • High school diploma required.
  • Minimum of 3 years of experience in Product Support and Technical Assistance.
  • Proficient in automotive hardware and software systems, with a strong understanding of their functionalities.
  • Experience in managing communications with cross-functional teams and stakeholders.
  • Ability to participate in process improvement initiatives.
  • Strong analytical and critical thinking skills, with a proactive and self-motivated approach.
  • Excellent organizational skills and the ability to manage time and workflows effectively.

Join HCL Technologies, a leader in the digital transformation space, where innovation and customer-centric solutions are at the forefront of our mission.

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