Team Lead for Automotive Software Support Hotline Services
knowledge of Automotive repair, ECU knowledge and people management experience in leading a team is mandatory.
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
● Participate, create solutions and design frameworks 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 SSHS perspective, participate as thought leaders on product discussions
Delivery & Operations:
● As a Team 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 dealer’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
● 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 a 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
● 5+ years of experience in managing Product Support and Technical Assistance Center
● 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
● Proficiency in automotive hardware and software systems with its functionality is preferred
● Strong analytical and reporting skills
● 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
● 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 Technician
- 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)
