IMG Software Support Engineer

The ideal candidate is one which has a vehicle repair background on both mechanical and electronic vehicle systems plus is proficient with using a computer and has experience with software basic languages and have clear understanding on software development and process flow. Candidate should have logical approach to identify root cause of problem and provide quick interim solution to fix the vehicle 

Job Roles & Responsibilities:

• Receive respond to software diagnosis technical queries from field through Web (TSR) and Mail form. 

• Provide interim solution on software bug issues and respond to Web queries with given time.

• Escalate Critical software related failures to Diagnostic Service Planning (DSP) and North America SSG (Software Support Group) promptly through Jira Ticket and follow up until closure.

• Guide dealer technician through phone, See What I See (SWIS) & remote desktop sharing for module programming when dealers are unable to execute the same. 

• Work with DSP technical experts and highlight impact of module nonconformances.

• Work with IVS and GIVIS teams to update appropriate data sources as necessary.

• Work with Netcom engineers alert and highlight vehicle electrical architecture discrepancies and/or nonconformances.

• Identify and alert Design engineers on vehicle electrical architecture discrepancies and/or nonconformances, how it can fail and how it can be fixed – root cause identification. 

• Maintain record of repeat failures and highlight in weekly call with DSP NA and follow up until closure.

• Share knowledge gained during discussion with DSP, to TAC team across IMG.

• Validate solution (provided by DSP) in training vehicle or simulator, verify functionality before communicating to dealer.

• Ability to adapt to match AU, NZ and NA time zones based on business needs.

• Work closely with TAC (Technical Assistance Centre) Operations across IMG for software related issues 

• Weekly report out on open DSP / JIRA tickets to the management. 

Skills

• Familiar with vehicle electronics architectures
• Familiar with vehicle mechanical architectures
• Familiar with software editors
• Familiar with XML and XML editors (Oxygen, XML Spy)
• Experience with OTX and Grade X desired
• Strong problem-solving skills
• Clear written/verbal communication skills
• Experience with Microsoft Office (Powerpoint, Excel, Word)
• Understanding of vehicle communications protocols (CAN)
• Ideally hands on experience servicing or repairing vehicles or similar products
• Able to read, write and speak English as a minimum
• Good team player but also ability to focus and work alone to meet deadlines

Education Qualification          

Diploma or Bachelor’s degree or Master’s degree in engineering                                                    

No. of Years of Experience    

Minimum 5 years hands on experience as technician, Master/diagnostic technician, certification welcomed. 

Technical Hot Line OEM Experience is preferred.

Professional Exposure

(Technical Skills)    
Should have worked as Service Technician, Dealer Shop Floor Experience is must, Dealer Diagnostic Engineer, 

Other Requirements    

Good in MS office files, Communication, and interpersonal skills
Work well under pressure and highly achievement oriented, 
Ability to develop open and cooperative relations with internal and external team.

Shift timings - 2.30 AM - 11.30 AM IST