Automotive Technician

Job Description:

● Provide direct support to Client dealerships for diagnostic software and hardware issues with complexity related to specific vehicle modules and systems to supplement the escalation process through the Technical Assistance Center

● Seek the support from Diagnostics System Specialists Level or liaise with other Client departments concerned with diagnosis, primarily Engineering, Quality, OTA and other Client Customer Service Department

● Provide quick and effective resolutions to dealer’s technicians to prevent development of a backlog

● Provide a solution to the dealers and technicians over the phone, e-mail and through the Global Technical Assistance Center (GTAC) system

● Support client management to direct the needs of the service to ensure a high quality, continuously improving service

● Provide preliminary triage of the ECU (Electronic Control Units) Software log events, primarily for Infotainment and Connectivity modules, provided from the customer via In-Vehicle trigger

● 3 + years of experience in Product Support and Technical Assistance

● Proficiency in automotive hardware and software systems with its functionality

● Experience in handling complaints, driven to deliver an excellent customer experience through resolutions and adherence to response times

● Experience working and managing communications, with multiple cross-functional teams/stakeholders

● Has experience in participating with process improvement projects (contributor/participant)

● Trouble shooting Automotive controls