Analyst (Non-Voice)

Analyst (Non-Voice)

Analyst (Non-Voice) Wayne, Michigan

L3 Virtual 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

Key Responsibilities

• As a member of the Virtual 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 be overseeing day-to-day operations of your assigned team, who will assist in diagnosing vehicle ECU issues.
• You will supplement the escalation process through the OEM's technical assistance center, catering to dealers across North America.
• Leverage OEM remote diagnostic tools and processes, including workflows, repair manuals, and knowledge articles.
• Act as the highest onsite point of contact for technical questions for your assigned team and provide advanced technical troubleshooting, in coordination with OEM level 2 and level 3 engineering team on repair guidance and process enhancements.
• Ability to deescalate dealer technicians when disagreements arise.
• Ensure seamless and friction-less issue closure with focus on the accurate and timely solution provided to the technicians.
• Seek support from and liaise with other cross-functional teams concerned with diagnosis, primarily Engineering, Quality, OTA (Over-the-air).
• Provide insights in a timely and professional manner on any issues that prevent the completion of tasks and achievement of SLA and targets.
• Respond and act in a timely professional manner to any critical client communications.
• Proactive coordination of multiple ticketing environments

Skill Requirements

• 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.
• Proficiency in Microsoft Office applications and Intermediate typing skills (~25 WPM).
• Multitasking in a fast-paced digital environment.
• Experience managing the day-to-day operations of a high-performing team, including KPI analysis, shift scheduling, and root-cause analysis.
• Being able to think critically through a customer's concern and identify solutions based on workflows and process guidelines.
• The ability to coach team members to provide exceptional customer experience.
• The ability to comprehend customer concerns and to provide top-tier customer experience.
• Clear communication skills.
• Strong writing with the ability to convey nuance, including complete sentences and proper grammar, with attention to detail in capturing case information in a digital environment.
• High school diploma or equivalent.

Preferred

• A love of cars
• One or more years of contact support center experience
• Associate or Bachelor's Degree or ASE Certifications

Competencies

• Strong analytical and problem-solving skills
• Communication Mastery
• Adaptability
• Positive attitude
• Time management skills
• Goal-oriented focus
• Willingness to learn
• Ability to monitor KPIs in a fast-paced environment

Training & Growth

• 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
• Organizational leadership development and training

Compensation and Benefits

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.