Analyst (Non-Voice)

Analyst (Non-Voice)

Analyst (Non-Voice) Wayne, Michigan

Job Summary 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

We are a global technology company, home to more than 226,500+ people across 60 countries, delivering industry-leading capabilities centered around AI, digital, engineering, cloud and software, powered by a broad portfolio of technological services and products. We work with clients across all major verticals, providing industry solutions for Automotive, Financial Services, Manufacturing, Life Sciences and Healthcare, High Tech, Semiconductor, Telecom and Media, Retail and CPG, Mobility and Public Services. Consolidated revenues for 12 months ending September 2025 totaled $14.2B.

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. You will also:

• 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

Required:

• 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

You will be reading repair and wiring diagrams

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

Other Requirements

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Maximum Salary (US): 75000 Minimum Salary (US): 60000