OnStar Connected Services Systems Engineer Supervisor

Teleperformance•Warren, MI

71d•Hybrid

About The Position

This role will lead a team of OnStar Connected Services Systems Engineers (OCSSE) who work cross-functionally collaborating with GM business/product owners, IT development and operations, and the business operations teams, to ensure a flawless end-to-end customer experience for our subscribers. The responsibilities of the engineers will include performing technical validation and root cause analysis, developing system service level objectives, detailing technical/validation steps, building analytical tools using database tools and methodologies and resolving Level 3 technical customer cases. This Lead position will support and work with the OnStar Connected Services Systems Engineers to ensure fulfillment of staffing obligations, as well as monitor, report and analyze case load, aged cases and related metrics. This role is the TP liaison between the GM team/business owners and TP leadership. Responsibilities will include developing subordinates’ skills through personal interaction and communication. This person shall display interpersonal skills necessary to communicate engineers’ skill requirements and areas for improvement to achieve best service possible. The Lead must seek team success through team performance and development.

Requirements

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
Must be flexible to work any 5 days of the week and any 8 hours between 8AM-9PM EST (Onsite in Warren, Michigan 3x a week and remote work 2x a week)
Demonstrated experience successfully managing and leading a team of people to achieve key performance indicators and other common goals
Familiarity with Power BI Tableau reporting systems
Familiarity with some of the following: Azure Databricks, Big Data (Hadoop/Teradata), Python, Pyspark, ELK, Maxis, HUE, basic knowledge about APIs, XM Discover/Clarabridge (sentiment analytics), Salesforce, Heap/Adobe Analytics
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.

Responsibilities

Responsible for first line supervision of all OnStar Connected Services Systems Engineers. Duties include, without limitation, performance monitoring and schedule adherence, work monitoring, coaching, motivating (individual, team) and administering disciplinary action. Acts as escalation point for engineers. This individual is required to communicate effectively with General Motors and TP management and customers.
Managerial functions of planning, organizing and fulfillment of day-to-day tasks to ensure efficiency, and the leadership functions of inspiring, motivating, and influencing the team. This role requires setting goals, delegating tasks, solving problems, and fostering a positive work environment while also creating a vision and empowering employees.
Perform OnStar Connected Services Systems Engineers’ duties as needed to ensure proper coverage/productivity throughout the day and managing the day-to-day key performance metrics.
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 workflows, associated back-end interactions, and eco-system of various 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