OP4C Problem Manager (ref.1609)

Stellantis; Torino; In loco; EUR 45.000 - 65.000; Tempo pieno

Descrizione del lavoro

A global automotive company is seeking a Problem Manager in Turin, Piedmont. This role focuses on providing technical support for product features, analyzing data to identify recurring issues, and improving customer experience. The successful candidate will have a Bachelor's degree, 5 years in customer support, and experience with tools like Power BI. Strong analytical, communication, and collaboration skills are essential for this mid-senior level position. Join a dynamic team committed to excellence in automotive technology.

Competenze

• 5 years of experience in customer support or technical support focusing on product features.
• Strong technical background and ability to communicate technical information effectively.
• Ability to work in a fast-paced, dynamic environment.

Mansioni

• Provide technical support related to product features.
• Develop dashboards and reports using tools like Power BI.
• Monitor customer feedback related to product features.

Conoscenze

Data analytics

Problem-solving

Communication skills

Collaboration

Formazione

Bachelor's degree in Computer Science, Engineering, or related field

Strumenti

Power BI

ServiceNow

Descrizione del lavoro

Stellantis' Software Business organization was established to build the most captivating customer experiences on the latest frontier of automotive technology. The Problem Manager will provide technical support for recurring issues, identify and resolve root causes of incidents, and collaborate with cross‑functional teams to enhance the overall customer experience. The ideal candidate will have a strong foundation in data analytics to analyze large data sets, detect patterns, and identify recurring problems. A solid technical background, excellent communication skills, and a passion for customer satisfaction are essential.

Key Responsibilities

• Provide technical support related to product features
• Collect, preprocess, and validate data from various sources to support problem analysis
• Develop dashboards and reports using tools like Power BI and implement automated data collection and reporting processes to improve efficiency and reduce manual effort
• Collaborate with the product management team to identify and address product feature issues
• Prioritize problem records based on business impact and urgency
• Create and maintain documentation related to product features and troubleshooting information
• Escalate issues to the appropriate team members or departments when necessary
• Provide training and support to other support team members on product features
• Monitor customer feedback related to product features
• Collaborate with cross‑functional teams to improve the overall customer experience
• Lead the problem resolution and root cause analysis for on‑board/off‑board systems with internal as well as external teams
• Manage issue triage, documentation, prioritization, root cause analysis and resolution working closely with business and development teams
• Analyze, assign, triage, escape and resolve all on‑board & off‑board connected services issues on the Global Service Delivery Platform (GSDP) through cross‑functional collaboration
• Communicate and collaborate on problem status with management and key stakeholders
• Subject‑matter expert on TBM (Telematic BOX) and head‑unit related connected services features

Other Key Responsibilities

• Track new TBM/Head Unit Software releases, fixes, Firmware Over the Air (FOTA) and Applications Over the Air (AOTA) campaigns nationwide deployment dates, and prepare for unforeseen events
• Hold cross‑functional project teams accountable for providing permanent/workaround fixes for customer‑impacted issues
• Document and communicate step‑by‑step troubleshooting
• Document the workaround in the problem record and communicate it to relevant teams
• Validate that the fix resolves the problem and doesn't cause new issues
• Update the problem record with resolution details, closure date, lessons learned, and ensure all linked incidents are resolved or updated
• Use metrics (e.g., time to resolve, recurrence rate) to improve future problem management

Basic Qualifications

• Bachelor's degree in Computer Science, Computer Engineering, Data Analytics, Electrical Engineering, or a related field
• Data analytics experience with Power BI
• 5 years of experience in customer support or technical support, with a focus on product features
• Strong analytical and problem‑solving skills
• Strong technical background and ability to effectively communicate technical information to non‑technical customers
• Excellent communication and collaboration skills
• Ability to work independently and in a team environment
• Ability to work in a fast‑paced, dynamic environment

Preferred Qualifications

• Experience with customer support software, such as ServiceNow
• Familiarity with agile development methodologies
• Experience working with large global teams
• Experience with connected services

Seniority Level

Mid‑Senior level

Employment Type

Full‑time

Job Function

Information Technology

Industries

Motor Vehicle Manufacturing

Location

Turin, Piedmont, Italy

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