Service Engineer

This position is responsible for ensuring the systems used to provide OnStar Connected services are functioning and that requests are being delivered successfully to all active subscribers. This role is technical and requires deep understanding of modern system/application interactions and identifying data elements within the systems that can be used to evaluate end-to-end performance.

The person in this role will work cross-functionally to collaborate with business/product owners, IT development and operations, and the business operations teams, to ensure a flawless end-to-end customer experience for our subscribers by resolving customer cases with In-Vehicle connected services. The selected responsibilities would include performing technical assessment and root cause analysis, resolving Level 3 customer cases by finding root causes through collaboration with technical and business partners, building analytical reporting to identify case impact, existing and new customer issues.

Primary Responsibilities:

Design, develop and refine performance metrics that represent service delivery performance

Build and maintain reporting and analytics to show system and customer performance

Understand & document system work flows, associated back-end interactions, and eco-system of various OnStar Connected Services including but not limited to In-Vehicle Apps

Investigate end-to-end system performance and customer experience issues and apply sound technical judgment to data to resolve them

Identify system performance gaps, build and execute improvement plans

Ensure adequate system requirements are documented

Possess a high level of analytical ability to assess and identify appropriate alternative courses of action for definition and resolution where problems are complex

Design, develop, and implement desktop applications and/or processes to automate routine tasks as necessary to facilitate analysis activities

Ability to complete work with limited direction from supervisor

Qualifications

Minimum Qualifications:

Bachelor’s degree in Computer Science, Computer Engineering, Electrical Engineering, or equivalent Engineering or related degree or equivalent experience

Minimum 3-5 years’ experience in a technical role

Proficiency using and interacting with relational database structures and SQL query development experience

Familiarity with Power BI Tableau reporting systems

Familiarity with some of the following: Azure Databricks, , Python, Pyspark, ELK, Maxis, HUE, basic knowledge about APIs, XM Discover/Clarabridge (sentiment analytics), Salesforce, Heap/Adobe Analytics

Appropriate interpersonal styles and communication methods to work independently and effectively with business partners to meet mutual goals

Sound organizational skills to prioritize work to be executed

High level of analytical ability where problems are complex and difficult

Demonstrated technical and professional skills in job-related area required

Familiarity with operational procedures, protocols and communication paths

Understanding of application architecture and design principles related to system integration of client components, web services, and databases.

Preferred Qualifications:

Reporting or Analytics

Issue resolution

Product validation

Service delivery

Strong Database skills and significant SQL query development experience

Prior experience with OnStar systems preferred

Prior experience with in-vehicle apps preferred

Experience using problem solving techniques such as Six Sigma, Lean, or others

Work Site Description: Monday and Friday, WFH

Tuesday, Wednesday, Thursday - On Site in office in Warren

Preferred Work Schedule: Monday to Friday , 8:30-4:30