Call Center Automotive Agent

Job description

Overview
We are seeking a skilled Automotive Mechanic to join our team. The ideal candidate will have a passion for automotive repair and possess a strong mechanical aptitude.

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 vehicle

• Explaining: Communicating with vehicle owners to discuss their concerns and explaining automotive problems and repairs to 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 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

• 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

• High School Education or Trade School Certificate

• 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

• Vehicle support system

• Automotive sensors

• Automotive Software modules

• Powertrain

• Embedded automotive software

• APIM (Accessory Protocol Interface Module)

• PCM (Power-train control module)

• PCU (Power control unit)

• ADAS (Advanced driver-assistance systems)

• 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.

Job Type: Contract

Pay: $19.00 - $22.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Relocation assistance
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Holidays
• Monday to Friday

Ability to Commute:

• Troy, MI (Required)

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to secure@hcltech.com for investigation.

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year. medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.

Job Type: Full-time

Pay: $19.00 - $22.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• On-the-job training
• Paid time off
• Parental leave
• Vision insurance
• Work from home

Shift:

• Day shift

Experience:

• Automotive diagnostics: 1 year (Required)

Work Location: Hybrid remote in Troy, MI 48084

Salary : $19 - $22