Automotive support /Automotive technician / Automotive mechanic / Automotive engineer / Validation Engineer/ Automotive
KTek Resourcing • Farmington, Michigan, United States
Salary: USD 17–22 per hour
Role & seniority: Pre-Assessment Agent, Level 3 Automotive Software Product Support (office-based)
Stack/tools: Automotive hardware/software diagnostic knowledge; GTAC system; remote diagnostic tools; software systems and related hardware; Technical Service Requests (TSR) process
Top 3 responsibilities
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Provide direct support to client dealerships for diagnostic software/hardware issues across vehicle modules and systems; acknowledge and respond to issues
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Deliver solutions via phone, email, and GTAC; handle simple to complex inquiries with accuracy; ensure timely escalations and closure per SLA
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Review/validate TSRs, maintain documentation of solutions and troubleshooting steps, provide training to dealer technicians, and stay updated on vehicle technologies and diagnostic tools
Must-have skills
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Working knowledge of automotive hardware and software issues, causes, and remedies
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Proficiency with remote diagnostic tools and diagnostic workflows; ability to process software/hardware in-scope
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Strong communication, issue resolution, and ticket/records management; ability to escalate professionally and meet SLA targets
Nice-to-haves
- ASE certification in Electrical (preferred)
Location & work type
- Location not specified; office-based, full-time role at HCL
Full Description
● Here at HCL, we are seeking skilled Pre-Assessment Agent with advanced troubleshooting and diagnostic capabilities, Are you interested in an office position that requires your skills and talents. ● As a pre-assessment agent Level 3 Automotive Software Product Support, you will be responsible to provide direct support to Client dealerships for diagnostic software and hardware issues related to specific vehicle modules and systems, to supplement the escalation process through the Technical Assistance Center ● 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.
● High School Diploma or equivalent ● ASE certification in Electrical Preferred
