Sr. Product Support Engineer
Fountain Valley, CA

Job Description

The Product Support Engineer will assume a key operational role within the HATA Production Support team, specific to the Canada Telematics Program. This individual will have specific assigned responsibilities in support of the Product Development program, Production QA program, as well as administering the established Issue & Incident Management program. .

Job Responsibilities:

Primary responsibilities include:

* Telematics feature development support for new model vehicles and technology platforms
* Production issue triage and tracking, preliminary troubleshooting activities, ticket creation and maintenance, ticket assignments, as well as vendor follow-up
* Working with the appropriate internal and external stakeholders to satisfy customer requests and provide resolution strategies for incoming issues.
* Coordinate root cause analysis, problem management, and facilitation of recurring problem management meetings with management stakeholders, trend analysis, and strategic resolution.
* Work in close collaboration with affiliate companies and related service providers to ensure that all related infrastructure systems maintain compliance with the latest Protocol specifications
* Identify issues and risks as they relate to the Issue/Incident Management program and take escalation actions as necessary.
* Additionally, this individual will need to be available according to a shared coverage schedule (i.e. 24 x 7) for addressing P1 and P2 (Emergency) incidents as needed.
* Individual must have working knowledge of Vehicle Telematics; including general architecture, systems integration, and interface details in order to understand the

Required Knowledge/Skills:

* BSEE or BSCS degree required; MSEE or MSCS preferred
* 5 years of embedded software development, with a minimum of 3 years in a similar role supporting and interfacing with management.
* Issue and Incident Management experience required
* Problem Management and Root Cause Analysis background required
* 1+ years of experience with CAN bus development (CAN-based head unit, amplifiers, ECU) is required.
* Solid understanding of cellular wireless communication (SMS, voice)
* Solid understanding of computer networking protocols
* Telematics and/or M2M Systems experience preferred.
* IT and/or Automotive experience preferred.
* Ability to understand and write database SQL query is a plus.
* Vendor Management experience required
* Technical background with IT systems or telecommunications preferred
* Accustomed to fast paced and multi-discipline environment
* Knowledge in Incident and Issue policies and procedures
* Accustomed to multi-system / multi-interface environment
* Strong coordination, communication, and networking sills
* Maintains professional demeanor
* Experience in a relevant industry a strong plus
* Best practices for general business and administrative procedures.
* Ability to work as a team and display excellent communication and interpersonal skills
* Able to multi-task and maintain composure.
* Able to travel internationally, with up to 20% travel to Canada