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Automotive Software Product Specialist
2 months ago
Position Overview: As a Level 2 Automotive Software Product Specialist, you will play a crucial role in delivering exceptional support to Client dealerships regarding diagnostic software and hardware challenges. Your expertise will be vital in managing complex issues related to specific vehicle modules and systems, facilitating a seamless escalation process through the Technical Assistance Center.
Key Responsibilities:
- Provide direct assistance to dealership technicians, ensuring prompt and effective resolutions to prevent backlog development.
- Utilize the Global Technical Assistance Center (GTAC) system to communicate solutions to dealers and technicians via phone and email.
- Collaborate with Diagnostics System Specialists and liaise with various Client departments, including Engineering and Quality, to address diagnostic concerns.
- 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.
- Maintain high accuracy and efficiency while handling complex inquiries from dealers.
- Employ deductive reasoning to make informed business decisions.
- Multitask effectively between various tools, ensuring meticulous maintenance of Technical Service Request (TSR) databases.
- Ensure compliance with all company policies and manage open requests, facilitating appropriate escalations or closures.
- Review and validate TSRs from dealers, including historical data analysis.
- Escalate issues professionally and promptly to meet SLA and performance targets.
Qualifications:
- Bachelor's degree (4-year course) or equivalent experience.
- Minimum of 3 years in Product Support and Technical Assistance.
- Proficient in automotive hardware and software systems.
- Experience in managing customer complaints and delivering excellent service.
- Ability to communicate effectively with cross-functional teams.
- Participated in process improvement initiatives.
- Strong analytical and critical thinking skills.
- High attention to detail and professionalism.
- Proactive and self-motivated with minimal supervision.
- Excellent organizational and time management abilities.
About HCLTech: We are a dynamic group dedicated to supporting a leading Global Automotive Manufacturer in vehicle software repairs for dealers and technicians. Our commitment to integrity and excellence is reflected in our core values. We foster a culture of creativity, diversity, and equal opportunity, investing in our employees' development and progression. HCL has consistently been recognized as one of the fastest-growing technology companies, driven by our unique management philosophy of 'Employees First.' Our team is empowered to innovate and solve complex challenges, ensuring a balanced work-life environment that enhances professional growth.
