OP4C Problem Manager

TITLE: OP4C Problem Manager

DUTIES: Provide technical support related to product features. Collaborate with the product management team to identify and address reoccurring issue. Create and maintain documentation related to problem status and workarounds. Escalate issues to the appropriate team members or departments. Collaborate with cross-functional teams to improve the overall customer experience. Lead the problem resolution and root cause analysis for On-Board/ Of-Board system with internal as well as external teams. Manage issue triage, documentation, prioritization, root cause analysis and resolution working closely with business and development teams. Analyze, assign, triage, escalate and resolve all On-Board & off-board connected services issues on the Global Service Delivery Platform (GSDP) through cross functional Collaboration. Communicate and collaborate Problem status with Management and key stakeholders. Act as Subject matter expert on TBM (Telematic BOX) and head-unit related connected services features. Track new TBM/Head Unit Software releases fixes, Firmware Over the Air (FOTA) and Applications Over the Air (AOTA) Campaigns Nationwide deployment date, as well as to prepare for unforeseen events. Hold cross functional project teams accountable for providing Permanent /Workaround fix for Customer impacted issues. Document and communicate Step by Step troubleshooting and work around process.

REQUIREMENTS: Bachelor's degree in Computer Science, Computer Engineering, or related and 5 years of experience in job offered or related position in customer support or technical support or related. Experience must include : Writing scripts and simulating customer reported issues for further diagnosis of different Electronic control units (ECU's) using CANoe and CANalyzer; performing analysis of network logs using Wireshark incase of diagnosis of Security Gateway Module (SGW); simulating issues related to vehicle health alert, including false Theft Alarm, False Airbag failure, using Vehicle Spy and Value CAN; experience with Telematic control unit (TCU) logs collection using DLT viewer and analyzing the logs for diagnosis of connectivity features; analysis includes vehicle to cloud communication using MQTT, certificate failure and communication checks; experience with Entertainment Unit (ETM/Radio) logs collection of android systems and analyzing logs of Radio connected services including Alexa, Wif-Fi, remote clear personal data and In-vehicle activation; diagnosing backend issues, including connected services subscription, MNO partner connection, service provisioning, certificate download and SSL Handshake; and performing analysis of Vehicle to Cloud logs (V2C/offboard) to diagnose issues related to cloud/backend using Splunk logs and Gray logs.

OTHER: Job Site: 800 Chrysler Drive, Auburn Hills, MI 48326. 40 hours/week. If offered employment must have legal right to work in U.S.