IMG Software Support Engineer

We are seeking an experienced IMG Software Support Engineer to join our team in Chennai, India. The ideal candidate has a vehicle repair background in both mechanical and electronic vehicle systems, and is proficient in using computers and software basic languages.

Responsibilities

• Respond to software diagnosis technical queries from field through Web (TSR) and Mail form.
• Provide interim solutions on software bug issues and respond to Web queries within a given timeframe.
• Escalate critical software-related failures to Diagnostic Service Planning (DSP) and North America SSG (Software Support Group) promptly through Jira Ticket and follow up until closure.
• Guide dealer technicians through phone, See What I See (SWIS) & remote desktop sharing for module programming.
• Collaborate with DSP technical experts and highlight the impact of module non-conformances.
• Work with IVS and GIVIS teams to update appropriate data sources as necessary.
• Identify and alert Design engineers on vehicle electrical architecture discrepancies and/or non-conformances.
• Maintain records of repeat failures and highlight them in weekly calls with DSP NA.
• Share knowledge gained during discussions with DSP, to TAC team across IMG.
• Validate solutions provided by DSP in training vehicles or simulators.
• Adapt to match AU, NZ, and NA time zones based on business needs.
• Work closely with TAC (Technical Assistance Centre) Operations across IMG for software-related issues.
• Provide weekly reports on open DSP/JIRA tickets to management.

Skills

• Familiarity with vehicle electronics architectures
• Familiarity with vehicle mechanical architectures
• Proficiency in software editors
• Experience with XML and XML editors (Oxygen, XML Spy)
• Experience with OTX and Grade X desired
• Strong problem-solving skills
• Clear written and verbal communication skills
• Experience with Microsoft Office (PowerPoint, Excel, Word)
• Understanding of vehicle communications protocols (CAN)
• Hands-on experience servicing or repairing vehicles or similar products
• Fluency in English
• Good team player with the ability to focus and work alone to meet deadlines