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TP · 9 hours ago

OnStar Connected Services Systems Engineer Supervisor

Warren, MI

Full-time

Hybrid

Senior Level, Lead/Staff

3+ years exp

TP is seeking a Lead OnStar Connected Services Systems Engineer Supervisor to manage a team of engineers ensuring a flawless customer experience. The role involves supervising engineers, developing performance metrics, and collaborating with cross-functional teams.

CRMCustomer ServiceOutsourcingTechnical Support

Growth Opportunities

Responsibilities

Responsible for first line supervision of all OnStar Connected Services Systems Engineers. Duties include, without limitation, performance monitoring and schedule adherence, work monitoring, coaching, motivating (individual, team) and administering disciplinary action

Acts as escalation point for engineers

This individual is required to communicate effectively with General Motors and TP management and customers

Managerial functions of planning, organizing and fulfillment of day-to-day tasks to ensure efficiency, and the leadership functions of inspiring, motivating, and influencing the team

This role requires setting goals, delegating tasks, solving problems, and fostering a positive work environment while also creating a vision and empowering employees

Perform OnStar Connected Services Systems Engineers’ duties as needed to ensure proper coverage/productivity throughout the day and managing the day-to-day key performance metrics

Design, develop and refine performance metrics that represent service delivery performance

Build and maintain reporting and analytics to show system and customer performance

Understand & document system workflows, associated back-end interactions, and eco-system of various services including but not limited to In-Vehicle Apps

Investigate end-to-end system performance and customer experience issues and apply sound technical judgment to data to resolve them

Identify system performance gaps, build and execute improvement plans

Ensure adequate system requirements are documented

Possess a high level of analytical ability to assess and identify appropriate alternative courses of action for definition and resolution where problems are complex

Design, develop, and implement desktop applications and/or processes to automate routine tasks as necessary to facilitate analysis activities

Qualification

SQLTeam ManagementPower BIPythonSystem IntegrationAnalytical SkillsCommunication SkillsOrganizational Skills

Required

Bachelor's degree in Computer Science, Computer Engineering, Electrical Engineering, or equivalent Engineering or related degree or equivalent experience

Minimum 3-5 years' experience in a technical role

Must be flexible to work any 5 days of the week and any 8 hours between 8AM-9PM EST (Onsite in Warren, Michigan 3x a week and remote work 2x a week)

Demonstrated experience successfully managing and leading a team of people to achieve key performance indicators and other common goals

Proficiency using and interacting with relational database structures and SQL query development experience

Familiarity with Power BI Tableau reporting systems

Familiarity with some of the following: Azure Databricks, Big Data (Hadoop/Teradata), Python, Pyspark, ELK, Maxis, HUE, basic knowledge about APIs, XM Discover/Clarabridge (sentiment analytics), Salesforce, Heap/Adobe Analytics

Sound organizational skills to prioritize work to be executed

High level of analytical ability where problems are complex and difficult

Demonstrated technical and professional skills in job-related area required

Familiarity with operational procedures, protocols and communication paths

Understanding of application architecture and design principles related to system integration of client components, web services, and databases