Automotive Technician

Overview:Automotive Mechanic / Diagnostic Trouble Shooter - performs maintenance, repairs, and diagnostic tests on vehicles inspection: Examining the vehicle's mechanical components and engine through software.Diagnosing:Identifying problems with the vehicleExplaining: Communicating with vehicle owners to discuss their concerns and explaining automotive problems and repairs t clients.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 CenterSeek 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 DepartmentProvide 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, email 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.Mandatory Skills: 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 triggerCollaborate with module Engineers to identify existing or new issueIdentify the ECU Software for all ECUs on the target vehiclesComplex issues handling inquiries from the dealers with high accuracy and efficiencyYou will use deductive reasoning to make sound business decisionsYou will be required to multitask between tools in maintaining TSR (Technical Service Request) databases, validating input information and verifying towards solutioning with high attention to detail and sense of urgencyYou will ensure compliance to all company and business policies, administer all open requests, and ensure appropriate escalations or closure of the requestsYou should have working knowledge on automotive hardware, software issues, causes and remediesYou should ensure seamless and friction-less issue closure with focus on the accurate and timely solution provided to the TechnicianReview and validate TSR's from dealers/technicians including validating issue related historical data and information in client systemsEscalate in a timely and professional manner any issues that prevent the completion of tasks and achievement of SLA and targetsRespond and act in a timely professional manner any escalations receivedQualifications: 3 + years of experience in Product Support and Technical AssistanceProficiency in automotive hardware and software systems with its functionalityExperience in handling complaints, driven to deliver an excellent customer experience through resolutions and adherence to response timesExperience working and managing communications, with multiple cross-functional teams/stakeholdersHas experience in participating with process improvement projects (contributor/participant)Trouble shooting Automotive controlsVehicle support systemAutomotive sensorsAutomotive Software modulesPowertrainEmbedded automotive softwareAPIM (Accessory Protocol Interface Module)PCM (Power-train control module)PCU (Power control unit)ADAS (Advanced driver-assistance systems)Team oriented/team playerSituational/contextual awareness with the ability to assess the impacts of issues being sought for a supportExcellent critical and analytical thinkingHigh attention to detail, and high level of professionalismProactive, self-motivated, self-starter, minimal supervisionExcellent analytical skills and strong decision-making skills committed to resolution and complianceStrong organizational, time and workflow management skills

Created: 2025-01-15