HCLTech · 3 weeks ago
Automotive Software Support Specialist
Farmington Hills, MI
Full-time
Onsite
New Grad, Entry Level
$19/hr - $25/hrHCL Technologies is a leading global technology company that specializes in IT and engineering services. They are seeking an Automotive Software Support Specialist to provide technical support for automotive software and hardware issues, ensuring timely and effective resolutions for client dealerships.
Information and Communications Technology (ICT)IT ManagementOutsourcingSoftwareTelecommunications
Responsibilities
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
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
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
Qualification
Required
High School Diploma or equivalent
Understanding Embedded C/C++ & RTOS
Understanding Vehicle Networks & Protocols (like CAN)
Knowledge of AUTOSAR & ISO 26262 Safety
Strong Problem-Solving & Debugging skills
Foundational Electrical/Electronics Know-How & Automotive Domain
Working knowledge on automotive hardware, software issues, causes and remedies
Effective verbal and written communication
Windows/Microsoft Word, Excel
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
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
Strong organizational, time and workflow management skills
Automotive Helpdesk experience
Automotive Technician experience
Automotive Diagnostic Support experience
Troubleshooting Automotive controls
Vehicle support system knowledge
Automotive sensors knowledge
Automotive Software modules knowledge
Powertrain knowledge
Embedded automotive software knowledge
APIM (Accessory Protocol Interface Module) knowledge
PCM (Power-train control module) knowledge
PCU (Power control unit) knowledge
ADAS (Advanced driver-assistance systems) knowledge
TCU knowledge
ECG knowledge
BCM knowledge
Preferred
ASE certification in Electrical
ASE certification in Gasoline Engines
ASE certification in Diesel Engines
ASE certification in L2
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
Troubleshooting 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
Benefits
Medical
Dental
Vision
Pharmacy
Life
Accidental death & dismemberment
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)
10 paid holidays per year
Company
HCLTech
HCLTech is a global IT company offering digital, engineering, and cloud solutions partnering with businesses for transformation.
Founded in 1976
10001+ employees
H1B Sponsorship
HCLTech has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2975)
2024 (3974)
2023 (3649)
2022 (3861)
2021 (4093)
2020 (4317)
Funding
Current Stage
Public CompanyTotal Funding
$220MKey Investors
ChrysCapital
2008-07-10Post Ipo Equity· $220M
2000-01-06IPO
Leadership Team
Vijayakumar C.
Chief Executive Officer
Alan Flower
Executive Vice President - CTO & Global Head, AI & Cloud Native Labs
Recent News
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