Job Description

Job Title: Team Lead (Automotive & Contract Center)

Location: Troy, MI

Duration: Fulltime with Benefits

Job Description:

• Bring in Industry best-in class process knowledge and re-engineer the process towards making it self- serve and lean
• Ideate, transform, re-structure existing and new programs from delivery lens
• Work with client product module owners, business stakeholders, other Customer Service teams in various capacities such as
• ○ Incubating newly acquired or created software variants
• ○ Create product workflow from SSHS perspective, participate as thought leaders on product discussions

Delivery & Operations:

• As a Team Lead for Automotive Software Support Hotline Services (SSHS) team, you will be responsible to manage the requests from Client dealerships for diagnosing the complex software and hardware issues related to specific vehicle modules and systems
• Work with other Client departments’ stakeholders concerned closely for diagnosis, primarily Engineering, Quality, OTA and other Client Customer Service Department
• Make sure that the initial response to the dealers, acknowledging the issue by your team members
• Make sure that quick and effective resolutions are provided to dealer’s Technician to prevent development of a backlog by your team
• Make sure that a solution to the dealers and technicians over the phone, e-mail and through the Global Technical Assistance Center (GTAC) system by your team
• Make sure that the documentation of cases using client’s tracking systems (GTAC and JIRA) are done by your team properly
• Lookig for consultant from Automotive background with contact center or customer support, call center experience.

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