Automotive Diagnostics Support Specialist — Trainee

HCL Technologies Limited; Wayne (NJ); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Life insurance

Disability insurance

401(k) retirement plan

Paid time off

Paid holidays

Job summary

HCLTech is seeking a Virtual Automotive Diagnostic Software Support Specialist to provide direct support to OEM dealership technicians from our Farmington Hills, MI office. You will diagnose software issues related to vehicle modules and collaborate with engineering teams to deliver timely solutions.

The role requires basic diagnostic skills, strong customer service, and proficiency with Microsoft Office. A four-week onsite training and OEM process exposure are provided.

Qualifications

• Basic level automotive diagnostic and troubleshooting experience.
• Comfort with Microsoft Office applications.
• Multitasking in a fast-paced digital environment.
• Attention to detail in capturing case information in a digital environment.
• Ability to think critically about a customer’s complaint and identify solutions based on SOPs and process guidelines.
• Customer service experience and ability to understand customers to provide great service.
• Clear communication skills and proper grammar when working with customers.
• High school diploma or equivalent.

Responsibilities

• Provide initial response to the dealers, acknowledging the issue.
• Leverage OEM remote diagnostic tools and processes, including workflows, repair manuals, and knowledge articles.
• Provide a solution to the dealers and technicians over the phone and through a proprietary ticketing portal.
• Ensure timely and accurate issue closure with the technicians.
• Coordinate with OEM engineering teams for repair guidance and liaise with other departments.
• Escalate issues that prevent task completion or SLA achievement in a timely, professional manner.
• Respond promptly to escalations received.

Skills

Automotive diagnostic

Microsoft Office

Multitasking

Attention to detail

Critical thinking

Customer service

Clear communication

High school diploma

Education

High school diploma or equivalent

Job description

HCLTech is seeking a Virtual Automotive Diagnostic Software Support Specialist to provide direct support to OEM dealership technicians from our Farmington Hills, MI office. You will diagnose software issues related to vehicle modules and collaborate with engineering teams to deliver timely solutions.

The role requires basic diagnostic skills, strong customer service, and proficiency with Microsoft Office. A four-week onsite training and OEM process exposure are provided.