Pre-Assessment Agent L3 (Automotive support)

Job Description

Qualifications

Here at HCL, we are seeking skilled Pre-Assessment Agent with advanced
troubleshooting and diagnostic capabilities, Are you
interested in an office position that requires your skills and
talents.
As a pre-assessment agent Level 3 Automotive Software Product
Support, you will be responsible to provide direct support to Client
dealerships for diagnostic software and hardware issues related
to specific vehicle modules and systems, to supplement the
escalation process through the Technical Assistance Center
Provide initial response to the dealers, acknowledging the issue
Provide a solution to the dealers and technicians over the phone,
e-mail and through the Global Technical Assistance Center
(GTAC) system
Simple to complex issues handling inquiries from the dealers and
technicians with high accuracy and efficiency
You will ensure compliance to all company and business policies,
administer all open requests, and ensure appropriate escalations
or closure of the requests
You should have a working knowledge on automotive hardware,
software issues, causes and remedies
You will learn and process all software systems and related
hardware in-scope
You should ensure seamless and friction-less issue closure with
focus on the accurate and timely solution provided to the
Technicians
Review and validate TSR s (Technical Service Requests) from
dealers/technicians including validating issue related historical
data and information in client systems
Escalate in a timely and professional manner any issues that
prevent the completion of tasks and achievement of SLA and
targets
Respond and act in a timely professional manner any escalations
received
You will document and maintain contact records, solutions and
troubleshooting steps for future reference.
You will provide training and guidance to dealer technicians on
best practices for software updates and module integration.
You will stay up to date with new vehicle technologies, software
releases and diagnostic tools.
You will use remote diagnostic tools to analyze and address
vehicle system issues and help troubleshoot advance vehicle
system faults.

High School Diploma or equivalent
ASE certification in Electrical Preferred

Key Skills

ASE certification in Gasoline Engines Preferred
ASE certification in Diesel Engines Preferred
ASE certification in L2 Preferred
12 VDC circuits, CAN.
3-5 yrs of experience as automotive technician with software
issues troubleshooting background
Seeking Lead Mechanics, A/B level mechanics
Familiarity with remote support tools and cloud based diagnostics
platforms.
Experience in OEM or Tier 2,3 technical support.
Reading wiring diagrams
Reading repair manuals
Trouble shooting electrical faults
Use of multi-meter and power-probe
Use of oscilloscope
Use of scan tool/laptop
Ability to pin out wiring harness
Ability to trace wiring harness
Understanding of DTCs type and hierarchy
Use of live data and PIDS
Effective verbal and written communication
Windows/Microsoft word, excel