IT Support Engineer

Job TitleServe as the expert on Quality digital tools, leading the development from an end-user perspective to simplify and maximize functionality. Utilize data analysis and object-oriented programming to create user interfaces, dashboards, and advanced analytical models, while leveraging technologies like Machine Learning and AI to enhance data processes and improve customer experience.Key Responsibilities:Become the expert at using the Quality digital tools and lead the development with and from the perspective of the end-user. Strive for simplicity while maximizing function. This role involves data analysis and interpretation to assist other departments in the organization. Utilize object-oriented programming to develop a new user interface to display and collect information from users across the organization.This role develops dashboards, reporting, and analytics that help leaders and cross-functional partners understand the Voice of the Customer and rapidly work to improve their experience.Lead the development, implementation, and maintenance of advanced analytical models (e.g. predictive models, time-series forecasting) to project future warranty claims, failure rates, and cost trendsIdentify opportunities to leverage advanced technologies, such as Machine Learning or AI, to enhance data mining, claims validation, and root cause analysis processesAct as the subject matter expert and system administrator for key warranty and data platforms (e.g., Global Warranty Management System, BI tools, data warehouses)Champion continuous improvement within the warranty data workflow by automating data pipelines and streamlining reporting, while actively engaging with ICT stakeholders and the Quality community to address evolving data needs and proactively identify new project opportunities. [Map standard Quality workstreams, identify data used, identify better ways to use the data to minimize effort, maximize value]Monitor service and problem requests through the work order system, and work with customers to resolve issues in databases and applicationsGenerate a book of ideas based on hands-on knowledge of Quality workstreams. Prioritize the ideas based on immediate need and value generation and work to implement successful Proof of Concepts. Collect feedback and present to extended teams before decision is made to expand projects within regions and worldwide.Deliver results that meet corporate targets, for example: Reduction of warranty cost, project lead-time, and KPPM.Basic Qualifications:· Bachelor of Science in Computer Science, Information Technology, Data Science, Software Engineering, or a related field· 5+ years of professional experience leading and delivering customer-centric database development & deployment· Proficiency in SQL for complex data querying, manipulation, and analysis of large datasets· Programming skills in a statistical or data science language, such as Python or R· Proficiency with Business Intelligence and data visualization tools (e.g. Tableau, Power BI, Qlik Sense) to create insightful reports and dashboards· Exceptional ability to interpret complex technical and financial data, distill key findings, and propose practical solutions· Excellent verbal and written communication skills with the ability to clearly articulate complex technical analysis to both technical and non-technical audiences, including executive leadership· Rigorous attention to detail to ensure the accuracy and integrity of all data and analytical reports· Able to multi-task with strict deadlines· A team player with great communication and coordination in a team environment· Ability to work flexible hoursPreferred Qualifications:· Master of Science in Database Management or Information Systems or B.Sc. in Artificial Intelligence or specific focus or concentration with AI· 3+ years working in the automotive field with focus on Quality or warranty systems· Familiarity with warranty management systems (e.g. Global Warranty Management) and enterprise data environments (e.g. data lakes, cloud platforms like AWS, Azure, or GCP)· Experience with machine learning frameworks and modeling for predictive maintenance or failure prediction· Prior experience working directly with automotive dealer management systems (DMS) data· Familiarity with data relationships and user interfaces using high-level programming languages such as Visual Basic.net, C++, C#, Java, and Python