What are the responsibilities and job description for the Technical Support Specialist position at KTek Resourcing?
Technical Support/Lead Technician (Automobiles/Automotive)
Location: Troy, MI (Onsite)
Contract: 6-12 months
Job Description:
- Min 3-5 years of proven experience in Technical support or Automotive Software Product Support
- Provide initial response to the dealers, acknowledging the issue
- Provide a solution to the dealers and technicians over the phone, e-mail and through the Global Technical Assistance Center (GTAC) system
- Simple to complex issues handling inquiries from the dealers and technicians with high accuracy and efficiency
- 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 a working knowledge on automotive hardware, software issues, causes and remedies
- You will learn and process all software systems and related hardware in-scope
- You should ensure seamless and friction-less issue closure with focus on the accurate and timely solution provided to the Technicians
- Review and validate TSR’s (Technical Service Requests) 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
- You will document and maintain contact records, solutions and troubleshooting steps for future reference.
- You will provide training and guidance to dealer technicians on best practices for software updates and module integration.
- You will stay up to date with new vehicle technologies, software releases and diagnostic tools.
- You will use remote diagnostic tools to analyze and address vehicle system issues and help troubleshoot advance vehicle system faults.
