OP4C Problem Manager

Stellantis' Software Business organization was established to build the most captivating customer experiences on the latest frontier of Automotive Technology.

The Problem Manager will be responsible for providing technical support related to reoccurring issues, identifying and resolving the root causes of recurring incidents as well as collaborating with cross-functional teams to improve the overall customer experience.

The ideal candidate will have a strong foundation in data analytics to analyze large sets of Data to identify trends, proactively detect patterns, and identify recurring issues. Candidate will also have a strong technical background, excellent communication skills, and a passion for customer satisfaction.

Job Duties
Key responsibilities include (among others):

The responsibilities of the OP4C Problem Manager include but are not limited to the following:

• Provide technical support related to product features
• Collect, preprocess, and validate data from various sources to support Problem analysis.
• Develop dashboards and reports using tools like Power BI and implement automated data collection and reporting processes to improve efficiency and reduce manual effort.
• Collaborate with the product management team to identify and address product feature issues
• Prioritize Problem Records based on business impact and urgency
• Create and maintain documentation related to product features and troubleshooting information
• Escalate issues to the appropriate team members or departments when necessary
• Provide training and support to other support team members on product features
• Monitor customer feedback related to product features
• 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
• Subject matter expert on TBM (Telematic BOX) and head-unit related connected services features

At Stellantis, we assess candidates based on qualifications, merit and business needs. We welcome applications from people of all gender identities, age, ethnicity, nationality, religion, sexual orientation and disability.

Diverse teams, will allow us to better meet the evolving needs of our customers and care for our future.

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Profile

Other Key Responsibilities Include

• 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
• Document the workaround in the problem record and communicate it to relevant teams.
• Validate that the fix resolves the problem and doesn't cause new issues.
• Update the problem record with, Resolution details, Closure date, Lessons learned, and ensure all linked incidents are resolved or updated
• Use metrics (ex. time to resolve, recurrence rate) to improve future problem management

Basic Qualifications

• Bachelor's degree in Computer Science, Computer Engineering, Data Analytics, Electrical Engineering, or related degree field
• Data analytics experience with PowerBI
• 5 years of experience in customer support or technical support, with a focus on product features
• Strong analytical and problem-solving skills.
• Strong technical background and ability to effectively communicate technical information to non-technical customers
• Excellent communication and collaboration skills
• Ability to work independently and in a team environment.
• Ability to work in a fast-paced, dynamic environment

Preferred Qualifications

• Experience with customer support software, such as ServiceNow
• Familiarity with agile development methodologies
• Experience working with large global teams
• Experience with connected services

At Stellantis, we assess candidates based on qualifications, merit and business needs. We welcome applications from people of all gender identities, age, ethnicity, nationality, religion, sexual orientation and disability. Diverse teams will allow us to better meet the evolving needs of our customers and care for our future.