Receive respond to software diagnosis technical queries from field through Web (TSR) and Mail form.
Provide interim solution on software bug issues and respond to Web queries with given time.
Escalate Critical software related failures to Diagnostic Service Planning (DSP) and North America SSG (Software Support Group) promptly through Jira Ticket and follow up until closure.
Guide dealer technician through phone, See What I See (SWIS) & remote desktop sharing for module programming when dealers are unable to execute the same.
Work with DSP technical experts and highlight impact of module nonconformances.
Work with IVS and GIVIS teams to update appropriate data sources as necessary.
Work with Netcom engineers alert and highlight vehicle electrical architecture discrepancies and/or nonconformances.
Identify and alert Design engineers on vehicle electrical architecture discrepancies and/or nonconformances, how it can fail and how it can be fixed - root cause identification.
Maintain record of repeat failures and highlight in weekly call with DSP NA and follow up until closure.
Share knowledge gained during discussion with DSP, to TAC team across IMG.
Validate solution (provided by DSP) in training vehicle or simulator, verify functionality before communicating to dealer.
Ability to adapt to match AU, NZ and NA time zones based on business needs.
Work closely with TAC (Technical Assistance Centre ) Operations across IMG for software related issues
Weekly report out on open DSP / JIRA tickets to the management.
Responsibilities:Skills
Familiar with vehicle electronics architectures
Familiar with Automotive OBD II diagnosis
Familiar with vehicle mechanical architectures
Familiar with software editors
Familiar with XML and XML editors (Oxygen, XML Spy)
Experience with OTX and Grade X desired
Strong problem-solving skills
Clear written/verbal communication skills
Experience with Microsoft Office (Powerpoint, Excel, Word)
Understanding of vehicle communications protocols (CAN)
Ideally hands on experience servicing or repairing vehicles or similar products
Able to read, write and speak English as a minimum
Good team player but also ability to focus and work alone to meet deadlines
Qualifications:Qualification: Any Diploma or Degree in Mechanical / Automotive/ Mechatronics with minimum 3- 5 years of experience in Automobile service industry.