Ford IMG Software Support Engineer 

India, Tamil Nadu, Chennai 

852281388

Job Roles & Responsibilities:

• Receive respond to software diagnosis technical queries from field through Web (TSR) and Mail form.
• Provide interim solution on software bug issues and respond to Web queries with given time.
• 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 technician through phone, See What I See (SWIS) & remote desktop sharing for module programming when dealers are unable to execute the same.
• Work with DSP technical experts and highlight impact of module nonconformances.
• Work with IVS and GIVIS teams to update appropriate data sources as necessary.
• Work with Netcom engineers alert and highlight vehicle electrical architecture discrepancies and/or nonconformances.
• Identify and alert Design engineers on vehicle electrical architecture discrepancies and/or nonconformances, how it can fail and how it can be fixed – root cause identification.
• Maintain record of repeat failures and highlight in weekly call with DSP NA and follow up until closure.
• Share knowledge gained during discussion with DSP, to TAC team across IMG.
• Validate solution (provided by DSP) in training vehicle or simulator, verify functionality before communicating to dealer.
• Ability to 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
• Weekly report out on open DSP / JIRA tickets to the management.