{"schemaVersion":"jobsearcher.job.v1","id":"2dc81dd1d2c056bedcf077fe","url":"https://jobsearcher.com/jobs/2dc81dd1d2c056bedcf077fe","canonicalUrl":"https://jobsearcher.com/jobs/2dc81dd1d2c056bedcf077fe","title":"Process Associate","description":"Job Summary\n\nVirtual Automotive Diagnostic Software Support Specialist\nLocation: MI\nSchedule: Monday – Saturday | 8:30 am – 5:00 pm; 11:30 am – 8:00 pm\n\nKey Responsibilities\n\nWhy This Job (Who You Are)\n• You are passionate about the auto industry and problem solving\n• You are ready to get out of the cold garage and into a comfortable office with a steady\npaycheck and consistent schedule\n• You have a thirst to enhance your knowledge of OEM software modules and vehicle network\ncommunications\n• You are looking to start your career (or your next career) with a Fortune 500 company\n• You take satisfaction in solving complex automotive software diagnostics and repairs\nWhat You’ll Do\nAs a member of the Virtual Automotive Diagnostic Support team, you will provide direct support\nto original equipment manufacturer (OEM) automotive dealership technicians from our office in\nFarmington Hills, MI. You will assist in diagnosing software issues related to vehicle modules and\nsystems. You will supplement the escalation process through the OEM’s technical assistance\ncenter. You will also:\n• Provide initial response to the dealers, acknowledging the issue\n• Leverage OEM remote diagnostic tools and processes, including workflows, repair\nmanuals, and knowledge articles\n• Provide a solution to the dealers and technicians over the phone and through a proprietary\nticketing portal\n• Ensure seamless and friction-less issue closure with focus on the accurate and timely\nsolution provided to the technicians\n• Coordinate with OEM level 2 and level 3 engineering team on repair guidance. Seek support\nfrom and liaise with other Client departments concerned with diagnosis, primarily\nEngineering, Quality, OTA (Over-the-air) and other Client Customer Service Department.\n• Escalate in a timely and professional manner any issues that prevent the completion of\ntasks and achievement of SLA and targets\n• Respond and act in a timely professional manner any escalations received\n\nSkill Requirements\n\nWhat We’re Looking For\nRequired\n• Able to work shifts within our hours of operation:\no Monday: Friday, 8:30 AM – 8:00 PM ET\no Saturday: 8:30 AM – 5:00 PM ET\n• Basic level automotive diagnostic and troubleshooting experience\n• Comfort with Microsoft Office applications and (Intermediate typing skills (~25 WPM).\n• Multitasking in a fast-paced digital environment\n• Attention to detail in capturing case information in a digital environment.\n• Being able to think critically about a customer's complaint and identify solutions based on\nSOPs and process guidelines.\n• Customer service experience. The ability to truly understand customers to strive for providing\ngreat service.\n• Clear communication skills. The ability to communicate clearly when working with customers.\nGood writing with the ability to convey nuance. Usage of complete sentences and proper\ngrammar.\n• High school diploma or equivalent\nPreferred\n• A love of cars\n• Previous automotive diagnostic experience\n• One or more years of contact support center experience\n\nMust Have Skill\nCustomer Service Support\nGood to Have Skill\nOther Requirements\n\nCompetencies\n• Strong analytical and problem-solving skills. You will be reading repair and wiring diagrams\n•\n• Communication Mastery\n• Adaptability\n• Positive attitude\n• Time management skills\n• Goal-oriented focus\n• Willingness to learn\nTraining & Growth\n• Four weeks of onsite training\n• OEM-based training on various software modules\n• Exposure to OEM process workflows, diagnostic tools and repair manuals\n• Direct contact with OEM engineers to solve highly complex diagnostic problems","company":"Hcltech2","rawCompany":"hcltech2","city":"Melvindale","state":"MI","isRemote":false,"isActive":false,"createdAt":"2026-11-07T10:01:48.276Z","occupations":[{"code":"49-3023.00","title":"Automotive Service Technicians and Mechanics","slug":"automotive-service-technicians-and-mechanics"},{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"43-4051.00","title":"Customer Service Representatives","slug":"customer-service-representatives"}],"industries":[{"code":"811111","title":"General Automotive Repair","slug":"general-automotive-repair"},{"code":"811114","title":"Specialized Automotive Repair","slug":"specialized-automotive-repair"},{"code":"441110","title":"New Car Dealers","slug":"new-car-dealers"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Process Associate","description":"Job Summary\n\nVirtual Automotive Diagnostic Software Support Specialist\nLocation: MI\nSchedule: Monday – Saturday | 8:30 am – 5:00 pm; 11:30 am – 8:00 pm\n\nKey Responsibilities\n\nWhy This Job (Who You Are)\n• You are passionate about the auto industry and problem solving\n• You are ready to get out of the cold garage and into a comfortable office with a steady\npaycheck and consistent schedule\n• You have a thirst to enhance your knowledge of OEM software modules and vehicle network\ncommunications\n• You are looking to start your career (or your next career) with a Fortune 500 company\n• You take satisfaction in solving complex automotive software diagnostics and repairs\nWhat You’ll Do\nAs a member of the Virtual Automotive Diagnostic Support team, you will provide direct support\nto original equipment manufacturer (OEM) automotive dealership technicians from our office in\nFarmington Hills, MI. You will assist in diagnosing software issues related to vehicle modules and\nsystems. You will supplement the escalation process through the OEM’s technical assistance\ncenter. You will also:\n• Provide initial response to the dealers, acknowledging the issue\n• Leverage OEM remote diagnostic tools and processes, including workflows, repair\nmanuals, and knowledge articles\n• Provide a solution to the dealers and technicians over the phone and through a proprietary\nticketing portal\n• Ensure seamless and friction-less issue closure with focus on the accurate and timely\nsolution provided to the technicians\n• Coordinate with OEM level 2 and level 3 engineering team on repair guidance. Seek support\nfrom and liaise with other Client departments concerned with diagnosis, primarily\nEngineering, Quality, OTA (Over-the-air) and other Client Customer Service Department.\n• Escalate in a timely and professional manner any issues that prevent the completion of\ntasks and achievement of SLA and targets\n• Respond and act in a timely professional manner any escalations received\n\nSkill Requirements\n\nWhat We’re Looking For\nRequired\n• Able to work shifts within our hours of operation:\no Monday: Friday, 8:30 AM – 8:00 PM ET\no Saturday: 8:30 AM – 5:00 PM ET\n• Basic level automotive diagnostic and troubleshooting experience\n• Comfort with Microsoft Office applications and (Intermediate typing skills (~25 WPM).\n• Multitasking in a fast-paced digital environment\n• Attention to detail in capturing case information in a digital environment.\n• Being able to think critically about a customer's complaint and identify solutions based on\nSOPs and process guidelines.\n• Customer service experience. The ability to truly understand customers to strive for providing\ngreat service.\n• Clear communication skills. The ability to communicate clearly when working with customers.\nGood writing with the ability to convey nuance. Usage of complete sentences and proper\ngrammar.\n• High school diploma or equivalent\nPreferred\n• A love of cars\n• Previous automotive diagnostic experience\n• One or more years of contact support center experience\n\nMust Have Skill\nCustomer Service Support\nGood to Have Skill\nOther Requirements\n\nCompetencies\n• Strong analytical and problem-solving skills. You will be reading repair and wiring diagrams\n•\n• Communication Mastery\n• Adaptability\n• Positive attitude\n• Time management skills\n• Goal-oriented focus\n• Willingness to learn\nTraining & Growth\n• Four weeks of onsite training\n• OEM-based training on various software modules\n• Exposure to OEM process workflows, diagnostic tools and repair manuals\n• Direct contact with OEM engineers to solve highly complex diagnostic problems","datePosted":"2026-11-07T10:01:48.276Z","dateModified":"2026-11-07T10:01:48.276Z","hiringOrganization":{"@type":"Organization","name":"Hcltech2","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Melvindale","addressRegion":"MI","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"2dc81dd1d2c056bedcf077fe"},"url":"https://jobsearcher.com/jobs/2dc81dd1d2c056bedcf077fe"}}