Analyst-Voice

Hcl-America-Solutions-Inc; Farmington Hills (MI); On-site; USD 55,000 - 85,000; Full time

Job summary

HCL Technologies Limited in Farmington Hills, MI seeks a L3 Virtual Automotive Diagnostic Software Support Specialist to lead a team of up to 20 analysts onsite. You will troubleshoot OEM software modules, coordinate with engineering, and mentor technicians to deliver timely, high-quality diagnostics.

The role requires strong automotive diagnostic skills, proficiency with Microsoft Office, and experience managing operations and KPIs.

Qualifications

• Advanced automotive diagnostic and troubleshooting experience required.
• Proficiency with Microsoft Office and accurate keyboarding (≈25 WPM).
• Experience leading a team, including KPI tracking and scheduling.
• Strong written and verbal communication; ability to document cases clearly.

Responsibilities

• Leverage OEM remote diagnostic tools, repair manuals, and knowledge base.
• Serve as onsite escalation point for your team, coordinating with OEM ENG.
• Deescalate dealer technicians when needed and ensure timely solutions.
• Provide clear, professional updates to clients and cross-functional teams.
• Coach and develop team members; manage up to 20 analysts.
• Collaborate with Engineering, Quality, and OTA to resolve issues.

Skills

Automotive diagnostics

Troubleshooting

Microsoft Office

Typing ~25 WPM

Team leadership

KPI analysis

Communication

Technical writing

Education

High school diploma

Associate or Bachelor's Degree or ASE Certifications

Tools

Microsoft Office

Job description

Requisition ID185881-Posted10/28/2026

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

Why This Job (Who You Are)

• You are passionate about the auto industry and problem solving
• You are ready to get out of the cold garage and into a comfortable office with a steady paycheck and consistent schedule
• You have a thirst to enhance your knowledge of OEM software modules and vehicle network communications
• You are looking to start your career (or your next career) with a Fortune 500 company
• You are passionate about solving complex automotive software diagnostics and repairs, and sharing your knowledge with your team
• You can parse complex technical information and effectively communicate to your team members
• You are comfortable providing coaching and support to team members
• You can lead a team of up to 20 analysts
• You are comfortable being the “go to” for automotive technical inquiries

What You’ll Do

• 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

What We’re Looking For

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