As a pre-assessment agent Level 2 Automotive Software Product Support, you will be responsible to 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 dearler’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

Collaborate with module Engineers to identify existing or new issue

Identify the ECU Software for all ECUs on the target vehicles

Complex issues handling inquiries from the dealers with high accuracy and efficiency

You will use deductive reasoning to make sound business decisions

You 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 urgency

You will ensure compliance to all company and business policies, administer all open requests, and ensure appropriate escalations or closure of the requests

You should have working knowledge on automotive hardware, software issues, causes and remedies

You should ensure seamless and friction-less issue closure with focus on the accurate and timely solution provided to the Technician

Review and validate TSR’s from dealers/technicians including validating issue related historical data and information in client systems

Escalate in a timely and professional manner any issues that prevent the completion of tasks and achievement of SLA and targets

Respond and act in a timely professional manner any escalations received

Graduate (4 years course) or equivalent experience

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)

Team oriented/team player

Situational/contextual awareness with the ability to assess the impacts of issues being sought for a support

Excellent critical and analytical thinking

High attention to detail, and high level of professionalism

Proactive, self-motivated, self-starter, minimal supervision

Excellent analytical skills and strong decision-making skills committed to resolution and compliance

Strong organizational, time and workflow management skills

We are a group of highly motivated and dynamic individuals supporting a leading Global Automotive Manufacturer for its vehicle software related repairs for dealers and technicians

Provide enhanced rapid response to Product Support and Software Technical Service Support

Our team’s principle is to put integrity in everything we do, which is supported by our HCL values

Our culture of fostering creativity, valuing diversity, encouraging ideas and an all-embracing workforce team keeps us competitive and provides equal opportunities for all

We invest in building long lasting relationships with our employees, as we champion a people first culture from within, and support their development and progression in the organization.

Over the past decade, HCL has been one of the fastest growing technology companies in the world.

What has been the source of HCL’s success? A combination of unparalleled technical expertise and a unique management philosophy called Employees First.

At HCL, employees at all levels of the organization are “Ideapreneurship,” empowered – to develop innovative solutions to operational and customer challenges. As a global company and G2000 organization, HCL Technologies brings IT and engineering services expertise under one roof to solve complex business problems for its clients.

Work life balance is one of the best reasons employees prefer working for HCL. Being considered as one of the best tech companies globally; employees believe that the HCL's brand name not only opens up the world of opportunities but also adds value to their professional career.