Automotive Product Support Expert

2 weeks ago

Dearborn, Michigan, United States HCLTech Full time

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 is essential in enhancing the escalation process through the Technical Assistance Center.

Key Responsibilities:

  • Provide expert support to dealership technicians for complex diagnostic inquiries, ensuring timely and effective resolutions.
  • Collaborate with Diagnostics System Specialists and liaise with various departments, including Engineering and Quality, to address diagnostic concerns.
  • Deliver prompt solutions to technicians via phone, email, and the Global Technical Assistance Center (GTAC) system to mitigate backlog development.
  • Assist management in directing service needs to uphold a high-quality, continuously improving support service.
  • Conduct preliminary evaluations 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 relevant ECUs on target vehicles.
  • Handle complex inquiries from dealers with precision and efficiency.
  • Utilize deductive reasoning to make informed business decisions.
  • Manage multiple tools to maintain Technical Service Request (TSR) databases, ensuring accuracy and urgency in information validation and solution verification.
  • Ensure compliance with company policies, manage open requests, and facilitate 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 delivering accurate and timely solutions to technicians.
  • Review and validate TSRs from dealers, ensuring the historical data and information in client systems are accurate.
  • Timely escalate any issues that hinder task completion and achievement of service level agreements (SLAs).
  • Respond professionally to escalations received, 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 and their functionalities.
  • Experience in managing customer complaints and delivering exceptional customer experiences through effective resolutions.
  • Ability to communicate and collaborate with multiple cross-functional teams and stakeholders.
  • Participation in process improvement initiatives is a plus.
  • Team-oriented with strong situational awareness and the ability to assess the impact of support issues.
  • Excellent critical thinking and analytical skills.
  • High attention to detail and professionalism.
  • Self-motivated and proactive with minimal supervision required.
  • Strong organizational and time management skills.

  • Automotive Product Support Expert

    1 week 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...

  • 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...

  • Lead Automotive Product Support Specialist

    2 weeks ago

    Dearborn, Michigan, United States HCLTech Full time

    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...

  • Automotive Product Support Specialist

    1 week ago

    Dearborn, Michigan, United States HCLTech Full time

    Position: Pre-assessment Agent Level 1 (Automotive Product Support)Role OverviewAs a Pre-assessment Agent Level 1 specializing in Automotive Software Product Support, your primary responsibility will be to deliver direct assistance to Client dealerships regarding diagnostic software and hardware challenges associated with specific vehicle modules and...

  • Automotive Product Support Specialist

    2 weeks ago

    Dearborn, Michigan, United States HCLTech Full time

    Position: Pre-assessment Agent Level 1 (Automotive Product Support)Role OverviewAs a Pre-assessment Agent Level 1 in Automotive Software Product Support, you will play a crucial role in delivering direct assistance to Client dealerships regarding diagnostic software and hardware challenges associated with specific vehicle modules and systems. Your expertise...

  • Automotive Product Support Specialist

    1 week ago

    Dearborn, Michigan, United States HCLTech Full time

    Position: Pre-assessment Agent Level 1 (Automotive Product Support)Role OverviewAs a Pre-assessment Agent Level 1 in Automotive Software Product Support, you will play a crucial role in delivering direct assistance to Client dealerships regarding diagnostic software and hardware challenges associated with specific vehicle modules and systems. Your expertise...

  • Automotive Product Support Specialist

    2 weeks ago

    Dearborn, Michigan, United States HCLTech Full time

    Position: Pre-assessment Agent Level 1 (Automotive Product Support)Role OverviewAs a Pre-assessment Agent Level 1 in Automotive Software Product Support, you will play a crucial role in delivering exceptional support to Client dealerships regarding diagnostic software and hardware challenges associated with various vehicle modules and systems. Your expertise...

  • Automotive Product Support Specialist

    1 week ago

    Dearborn, Michigan, United States HCLTech Full time

    Position OverviewThe role of the Pre-assessment Agent Level 1 in the Automotive Software Product Support team involves delivering direct assistance to client dealerships regarding diagnostic software and hardware challenges associated with various vehicle modules and systems. This position plays a crucial role in enhancing the escalation process through the...

  • Automotive Product Support Specialist

    2 weeks ago

    Dearborn, Michigan, United States HCLTech Full time

    Position Overview: As a Level 2 Automotive Product Support Specialist, you will play a crucial role in delivering exceptional support to Client dealerships regarding diagnostic software and hardware challenges related to specific vehicle modules and systems.Key Responsibilities:Provide direct assistance to Client dealerships for complex diagnostic software...

  • 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 exceptional support to client dealerships concerning diagnostic software and hardware challenges associated with specific vehicle modules and systems.Key Responsibilities:Deliver direct assistance to client dealerships for complex diagnostic software...

  • Lead Automotive Product Support Consultant

    2 weeks ago

    Dearborn, Michigan, United States HCLTech Full time

    Job OverviewAs 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...

  • Automotive Technical Specialist

    3 days ago

    Dearborn, Michigan, United States Percepta Full time

    About the RoleWe are seeking a highly skilled Automotive Technical Specialist to join our team at Percepta. As a Technical Support Specialist, you will play a critical role in delivering exceptional customer experiences and providing technical expertise to our clients.Key ResponsibilitiesProvide technical support and guidance to dealerships and repair...

  • Automotive Technical Specialist

    3 days ago

    Dearborn, Michigan, United States Percepta Full time

    About the RoleWe are seeking a highly skilled Automotive Technical Specialist to join our team at Percepta. As a Technical Support Specialist, you will play a critical role in delivering exceptional customer experiences and providing technical expertise to our clients.Key ResponsibilitiesProvide technical support and guidance to dealerships and repair...

  • Automotive Software Support Engineer II

    2 weeks ago

    Dearborn, Michigan, United States HCLTech Full time

    Job OverviewAs an Automotive Software Support Engineer II, you will play a crucial role in providing expert assistance to Client dealerships regarding diagnostic software and hardware challenges. Your responsibilities will include:Direct Support: Delivering immediate assistance to dealership technicians for complex issues related to specific vehicle modules...

  • Senior Automotive Advisor

    1 week ago

    Dearborn, Michigan, United States Tata Technologies Full time

    Position Overview:We are seeking a highly experienced Senior Automotive Consultant with a profound understanding of vehicle integration, systems engineering, product design, costing, and manufacturing. The ideal candidate will have a strong emphasis on ideation, fostering creativity in automotive solutions.Key Responsibilities:Offer expert advice to...

  • Senior Automotive Advisor

    2 weeks ago

    Dearborn, Michigan, United States Tata Technologies Full time

    Position Overview: Are you an experienced automotive expert with a strong background in vehicle integration, systems engineering, product design, costing, and manufacturing? We are looking for a Senior Automotive Consultant who thrives in a culture that values innovation and creative thinking.Key Responsibilities:Offer specialized advice to automotive...

  • Automotive Software Product Specialist

    2 weeks ago

    Dearborn, Michigan, United States HCLTech Full time

    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...

  • Automotive Software Support Specialist

    2 weeks ago

    Dearborn, Michigan, United States HCLTech Full time

    Position Overview: As a Level 1 Automotive Software Support Specialist, you will play a crucial role in delivering direct assistance to Client dealerships regarding diagnostic software and hardware challenges associated with various vehicle modules and systems.Key Responsibilities:Provide initial acknowledgment and response to dealership inquiries.Offer...

  • Automotive Software Support Specialist

    2 weeks ago

    Dearborn, Michigan, United States HCLTech Full time

    Job OverviewPosition SummaryAs an Automotive Software Support Specialist, you will play a crucial role in assisting Client dealerships with diagnostic software and hardware challenges associated with various vehicle modules and systems.Your responsibilities will include collaborating with Level 2 Agents and engaging with other relevant Client departments,...

  • Automotive Software Technical Support Specialist

    2 weeks ago

    Dearborn, Michigan, United States HCLTech Full time

    Position Overview: As a Level 1 Automotive Software Support Specialist, you will play a crucial role in delivering direct assistance to Client dealerships regarding diagnostic software and hardware challenges associated with specific vehicle systems and modules.Key Responsibilities:Provide initial acknowledgment and response to dealership inquiries.Deliver...