Automotive Manager

Strategic :

Bring in Industry best-in class process knowledge and re-engineer the process towards making it self- serve and lean

Ideate, transform, re-structure existing and new programs from delivery lens

Ability to modernize Software Support Hotline Service (SSHS) as part of Technical Assistance Center and design & deployment

Unlock business value & elevate from administrative function of SSHS to a source of market differentiation by creating winning preposition

Responsible for defining, coordinating & executing the go-to-market strategy & programs for Technical Assistance Center and Customer Support

Participate, create solutions and design frame-works for extending the SSHS scope to globally

Work with multiple teams to create knowledge base and eventually time to respond to customer issues rapidly

Work with client product module owners, business stakeholders, other Customer Service teams in various capacities such as

Incubating newly acquired or created software variants

Create product workflow from TSA / SSHS perspective, participate as thought leaders on product discussions

Engage with leaders outside the scope for growth of the account

Delivery & Operations :

As a Lead for Automotive Software Support Hotline Services (SSHS) team, you will be responsible to manage the requests from Client dealerships for diagnosing the complex software and hardware issues related to specific vehicle modules and systems

Work with other Client departments’ stakeholders concerned closely for diagnosis, primarily Engineering, Quality, OTA and other Client Customer Service Department

Make sure that the initial response to the dealers, acknowledging the issue by your team members

Make sure that quick and effective resolutions are provided to dearler’s Technician to prevent development of a backlog by your team

Make sure that a solution to the dealers and technicians over the phone, e-mail and through the Global Technical Assistance Center (GTAC) system by your team

Make sure that the documentation of cases using client’s tracking systems (GTAC and JIRA) are done by your team properly

Monitor and report consolidated case progress, trends, and case load management to the client stakeholders at an agreed frequency

Make sure that the documentation of root cause fixes in the relevant client systems by your team

Make sure that development of preventive recurrence process and actions are put in place

Maintain regular management and concerns review meetings, cadence as directed by the Stakeholders to the needs of the service

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

Provide a fully managed service :

Training, development, and HR

Service performance monitoring, concern identification, corrective action planning and implementation

Service performance reporting

Lean practice ensuring maximum utilization of SSHS team

Recognize the dependencies of other ECU Software to be updated along with Infotainment and Connectivity modules

Collaborate with Over the Air Software deployment teams to deploy Infotainment and Connectivity module Software and other dependent ECU Software as needed to the targeted vehicles

You will follow best practices and work cross-functionally with multiple teams to complete the assigned tasks and other daily job functions

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 to the client stakeholders

Respond and act in a timely professional manner any escalations received

Qualification, Experience and Skill Set :

Degree preferably in Engineering or Science

7 years of experience in managing Product Support and Technical Assistance Center

People management experience, handling team span of 70 members

Proven ability in managing Technical Assistance Centers with Automotive / Industrial product support and service experience

Solid understanding of Technical Assistance Center for product support and its process life cycle

Fluency with enterprise service tools like JIRA, Service Now and other CRM tools

Strong analytical and reporting skills

Passion for technology, data, and efficient after-market and product support management

A self-motivated leader who can contribute to business outcomes

Automate manual processes for faster TSR (Technical Service Request) closure and increased customer satisfaction

Responsible for overall management of the team’s performance

To bring the entire team’s efficiency measure and service delivery

Be the liaison between the Dealers / Technician and client organization

Liaise with internal and external stakeholders on a regular basis including governance meetings on weekly, monthly and quarterly basis

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

Leadership quality with ability to manage and get the work done from the team in seamless manner

Key Search Words

• Automotive Technician Lead
• Automotive Diagnostic Support
• 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)

Who we are?

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.

About HCL

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.

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.