Technical Support Representative

THIS IS An ENTRY LEVEL 100% IN-PERSON ROLE: TROUBLESHOOTING KNOWLEDGE SYSTEM SOFTWARE KNOWLEDGE (Recall Updates) Core skills Preferred: Understanding Vehicle Networks & Protocols (like CAN), knowledge of AUTOSAR & ISO 26262 Safety, strong Problem-Solving & Debugging, plus foundational Electrical/Electronics Know-How & Automotive Domain to build safe, reliable software for vehicle systems. Automotive software systems with its functionality Here at HCL, we are seeking skilled mechanics with advanced troubleshooting and diagnostic capabilities. If you are the mechanic in the shop that solves the impossible, we would love to hear from you. Are you looking for a break from shop life. Are you interested in an office position that requires your skills and talents. If you are an aspiring mechanic B level or higher, we would love to hear from you. 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 ASE certification in Gasoline Engines Preferred ASE certification in Diesel Engines Preferred ASE certification in L2 Preferred 12 VDC circuits, CAN Familiarity with remote support tools and cloud based diagnostics platforms. Experience in OEM or Tier 2,3 technical support. Reading wiring diagrams Reading repair manuals Trouble shooting electrical faults Use of multi-meter and power-probe Use of oscilloscope Use of scan tool/laptop Ability to pin out wiring harness Ability to trace wiring harness Understanding of DTCs type and hierarchy Use of live data and PIDS Effective verbal and written communication Windows/Microsoft word, excel 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 Work Location: In person Automotive software modules, and experience handling customer complaints As a Diagnostic Support Specialist for Automotive Software modules/Product support, you will be responsible to provide support to Client dealerships after diagnosing the complex software and hardware issues related to specific vehicle modules and systems Seek the support from other Client internal departments concerned with diagnosis, (Engineering, Quality, Client Customer Service Department etc) Provide quick and effective resolutions to dealer’s Technician to prevent development of a backlog Provide a solution to the dealers and technicians over the phone, e-mail and through the Technical Assistance Center system Document cases using client’s tracking systems (TAC and Jira) Monitor and report case progress, trends, and case load management Document root cause fixes in the relevant client systems Assist in development of preventive recurrence process and actions Support client management to direct the needs of the service to ensure a high quality, continuously improving service Collaborate with module Engineers to identify existing or new issue Identify the ECU Software for all ECUs on the target vehicles 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 Investigate mis-build or incorrect configurations contributing to module programming issues You will use deductive reasoning to make sound business decisions You will follow best practices and work cross-functionally with multiple teams to complete the assigned tasks and other daily job functions 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 You will learn and process all software systems and related hardware in-scope 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 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) 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 Excellent communication skills Strong organizational, time and workflow management skills Automotive Helpdesk Automotive Technician Automotive Diagnostic Support Trouble shooting Automotive controls Vehicle support system Automotive sensors Pay Range Maximum: $20 per hour HCLTech 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 work location, 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 may be 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. Seniority LevelEntry level Job Type: Contract Pay: $18.00 - $20.00 per hour Work Location: In person