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Connected Services Operations Analyst
Auburn Hills, MI
Job Description
FCA Connected Services Organization is going through a remarkable phase of innovation, creativity, challenges and opportunities. Launching new programs with state of the art connected solutions that are aimed at providing the best possible experience to our customers. In the midst of this transformation, Operations team stands ready to tackle any unforeseen interruptions that may impact the delivery of connected experience. If you are someone who is passionate about helping customers, solving their connectivity issues and making their lives easier, then we have a perfect opportunity for you. Operations Analyst will be responsible for optimizing connected services operations by ensuring flawless delivery of services meeting or exceeding all service level objectives.
Key responsibilities include:
Key responsibilities include:
- Analyze, assign, triage, escalate and resolve all off-board connected services issues on the Global Service Delivery Platform (GSDP) through cross functional collaboration
- Lead daily discussions with resolver teams including supplier partners to ensure customer incidents are resolved and closed in compliance with the Mean Time To Resolve (MTTR) metric
- Manage all inquiries and issues reported by Company Car Program, STAR, Dealers, Corporate Security, Corporate Marketing as well as Executive Escalations
- Communicate and Collaborate with key stakeholders on a daily basis including ICT, Engineering, Product Planning and Marketing teams
- Support Network Operations Center (NOC) and monitor daily service transaction reports to ensure SLA compliance identify trends and investigate any anomalies found
- Work with the MNO and monitor network/Wi-Fi activity and reports to ensure operation in compliance with the service levels
- Respond to unexpected system and network outages after hours by engaging with appropriate parties to assure timely resolution
- Support continuous quality improvement activities with the Service Quality and Engineering Quality teams
- Stay on top of all campaigns including FOTA, In-Vehicle Messaging (IVM), Campaigns feeds, and Factory Feeds for awareness as well as to prepare for unforeseen events
- Represent Operations team as well as Customer in the Release Control Board and Launch Gating meetings
Basic Qualifications:
- Bachelor's degree in Engineering, Business or other relevant field
- Three years of experience with working knowledge of Connected Services and features including Subscription Management tool, SOS/ASOS, FOTA/AOTA/MOTA, Wi-Fi, Android Auto, Apple CarPlay, Bluetooth
- Working knowledge of Cellular Protocols, In-Vehicle Wi-Fi HotSpot, 4G LTE and related protocols
- Working knowledge of a production case management tool
- Highly motivated cross functional team player with strong problem solving skills
- Strong sense of urgency and dedication to customer experience
- Excellent organizational, multi-tasking and time management skills
- Excellent written and verbal communication skills
- Excellent working knowledge in Microsoft Office (Excel, Word, Power Point)
Preferred Qualifications:
- Two years of experience working on an Automotive Connected Services Program
- Knowledgeable in Connected Vehicle Architecture, Back-end Systems, Modem Provisioning and Security Certificates
Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled.
Job Summary
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Education
Bachelor's Degree
Required Experience
3+ years
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