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Job description
Trainee - Delivery Operations (DPO)As a member of the Virtual Automotive Diagnostic Support team, you will provide direct support to original equipment manufacturer (OEM) automotive dealership technicians from our office in Farmington Hills, MI. You will assist in diagnosing software issues related to vehicle modules and systems. You will supplement the escalation process through the OEM's technical assistance center. You will also:Provide initial response to the dealers, acknowledging the issueLeverage OEM remote diagnostic tools and processes, including workflows, repair manuals, and knowledge articlesProvide a solution to the dealers and technicians over the phone and through a proprietary ticketing portalEnsure seamless and friction-less issue closure with focus on the accurate and timely solution provided to the techniciansCoordinate with OEM level 2 and level 3 engineering team on repair guidanceEscalate in a timely and professional manner any issues that prevent the completion of tasks and achievement of SLA and targetsRespond and act in a timely professional manner any escalations receivedKey Responsibilities:Provide direct support to original equipment manufacturer (OEM) automotive dealership technicians from our office in Farmington Hills, MI.Assist in diagnosing software issues related to vehicle modules and systems.Supplement the escalation process through the OEM's technical assistance center.Provide initial response to the dealers, acknowledging the issueLeverage OEM remote diagnostic tools and processes, including workflows, repair manuals, and knowledge articlesProvide a solution to the dealers and technicians over the phone and through a proprietary ticketing portalEnsure seamless and friction-less issue closure with focus on the accurate and timely solution provided to the techniciansCoordinate with OEM level 2 and level 3 engineering team on repair guidanceEscalate in a timely and professional manner any issues that prevent the completion of tasks and achievement of SLA and targetsRespond and act in a timely professional manner any escalations receivedSkill Requirements:Able to work shifts within our hours of operation: Monday: Friday, 8:30 AM – 8:00 PM ET Saturday: 8:30 AM – 5:00 PM ETBasic level automotive diagnostic and troubleshooting experienceComfort with Microsoft Office applications and intermediate typing skills (~25 WPM)Multitasking in a fast-paced digital environmentAttention to detail in capturing case information in a digital environmentBeing able to think critically about a customer's complaint and identify solutions based on SOPs and process guidelinesCustomer service experienceThe ability to truly understand customers to strive for providing great serviceClear communication skillsGood writing with the ability to convey nuanceUsage of complete sentences and proper grammarHigh school diploma or equivalentPreferred:A love of carsPrevious automotive diagnostic experienceOne or more years of contact support center experienceOther Requirements:nullWhy HCLTech?At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first. HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion.Compensation and BenefitsA candidate's pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.
Worksite address
farmington, MI, 48334, US
Who can apply
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