Digital Repair Manuals Support Jobs

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Automotive Technical Support Specialist

HCLTech Farmington Hills, MI

Farmington Hills, MI

Today

$19 - $20/hr Full time Automotive Technical Support Customer Support Digital Repair Manuals

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Job Description

Provide remote technical support for OEM automotive dealership technicians by diagnosing software-related issues and guiding escalation paths. This fully onsite role is based in Farmington Hills, MI, using OEM remote diagnostic tools and a proprietary ticketing portal to ensure timely, accurate issue resolution.

Location and Work Arrangement

Worksite: Farmington Hills, MI (Fully Onsite)
Schedule: Full-Time, 40 hours per week (8 hours per day)
Operating windows: Monday through Saturday with shifts scheduled within 8:30 AM to 5:00 PM and 11:30 AM to 8:00 PM (Saturday rotation)
Saturday hours: 8:30 AM to 5:00 PM
Shift flexibility: Ability to work a flexible 8-hour shift within the operating windows to support changing business needs, including a Saturday rotation

Responsibilities

Acknowledge and respond to incoming dealer inquiries efficiently to create a strong initial contact experience.
Use OEM remote diagnostic tools, defined workflows, digital repair manuals, and technical knowledge articles to investigate and resolve issues.
Provide clear guidance to dealership technicians by phone and through a proprietary ticketing portal.
Support frictionless issue closure by focusing on fast, highly accurate software solutions.
Coordinate with cross-functional teams, including Engineering, Quality, and Over-the-Air (OTA) departments, to deliver accurate repair guidance.
Escalate complex technical blocks in a professional, timely manner to protect service level agreements (SLAs).
Manage inbound escalations quickly and professionally to maintain customer service excellence.

Required Qualifications

Education: High school or equivalent (High School Diploma or GED)
Experience: 3 years minimum
Strong baseline knowledge of automotive mechanics, parts, or dealership operations.
Comfort working with computers, navigating software platforms, and typing while speaking.
Excellent customer service skills with a professional phone presence.
Typing requirement: ability to type at an intermediate speed of at least 25 words per minute.
Diagnostic experience: provide a brief description of experience with automotive diagnostics, troubleshooting, or vehicle systems (examples include experience in a garage, shop, parts counter, or automotive tech school).
OEM tools experience: indicate whether you have used OEM software, scan tools, or digital repair manuals, and list the tools (examples include Mitchell1, ALLDATA, or proprietary dealer software).
Availability to work a flexible 8-hour shift within the listed operating hours (Monday through Saturday, with shifts ranging from 8:30 AM to 8:00 PM and including a Saturday rotation).

Technologies

OEM (Original Equipment Manufacturer) software
Scan tools
Digital repair manuals
Mitchell1
ALLDATA
Proprietary dealer software

Compensation and Benefits

Hourly pay: USD 19 - 20 per hour
Pay rates listed: Min Pay Rate $20.00 per hour; Max Pay Rate $20.00 per hour; Pay $19.00 - $20.00 per hour
401(k)
Dental insurance
Health insurance
Paid time off
Vision insurance

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