Senior Process Associate - BFS

Senior Process Associate - BFS

Wayne, Michigan

L2 Automotive Diagnostic Software Support Specialist

Location:

Onsite in Farmington Hills, MI

Schedule:

Monday – Saturday | 8:30 am – 5:00 pm; 11:30 am – 8:00 pm

As a member of the Automotive Diagnostic Support team, you will provide support to original equipment manufacturer (OEM) automotive dealership technicians from our office in Farmington Hills, MI. You will assist in diagnosing software issues related to vehicle modules and systems. You will supplement the escalation process through the OEM's technical assistance center. You will also:

• Provide initial response to the dealers, acknowledging the issue
• Leverage OEM remote diagnostic tools and processes, including workflows, repair manuals, and knowledge articles
• Provide a solution to the dealers and technicians over the phone and through a proprietary ticketing portal
• Ensure seamless and friction-less issue closure with focus on the accurate and timely solution provided to the technicians
• Coordinate with OEM level 2 and level 3 engineering team on repair guidance. Seek support from and liaise with other Client departments concerned with diagnosis, primarily Engineering, Quality, OTA (Over-the-air) and other Client Customer Service Department.
• 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
• Advanced troubleshooting of vehicle software systems
• Proactive coordination of multiple ticketing environments
• Provide root-cause analysis on underlying causes and recurring issues
• Provide responsive Escalation support to address software failures and data issues affecting customer vehicles.
• Determine which tickets require transition to L2 and L3 OEM engineering team

Able to work shifts within our hours of operation:

• Monday:
  Friday, 8:30 AM – 8:00 PM ET
• Saturday: 8:30 AM – 5:00 PM ET

Advanced level automotive diagnostic and troubleshooting experience.

Comfort with Microsoft Office applications and Intermediate typing skills (~25 WPM).

Multitasking in a fast-paced digital environment.

Attention to detail in capturing case information in a digital environment.

Being able to think critically about a customer's complaint and identify solutions based on SOPs and process guidelines.

Customer service experience. The ability to truly understand customers to strive to provide great service.

Clear communication skills. The ability to communicate clearly when working with customers.

Good writing with the ability to convey nuance. Usage of complete sentences and proper grammar.

High school diploma or equivalent. Preferred

A love of cars

Previous automotive diagnostic experience

One or more years of contact support center experience

Associate or Bachelor's Degree or ASE Certifications

Strong analytical and problem-solving skills

You will be reading repair and wiring diagrams

Communication Mastery

Adaptability

Positive attitude

Time management skills

Goal-oriented focus

Willingness to learn

Ability to monitor KPIs in a fast-paced environment

Four weeks of onsite training

OEM-based training on various software modules

Exposure to OEM process workflows, diagnostic tools and repair manuals

Direct contact with OEM engineers to solve highly complex diagnostic problems

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.