OnStar Connected Services Systems Engineer Supervisor

Category:
Information Technology

TP is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways.

With more than 500,000 inspired and passionate people speaking more than 300 languages, our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment.

• Paid Training
• Competitive Wages
• Full Benefits (Medical, Dental, Vision, 401k and more)
• Paid Time Off
• Employee wellness and engagement programs

Through a balanced high‑tech and high‑touch approach blended with deep industry and geographic expertise, we make people’s lives simpler, faster, and safer. We help companies adapt quickly to changing needs, and are inspired to deliver only the best in all that we do. You will become a key contributor in making that happen.

Did you know that our Chief Client Officer started her career at TP as an agent and advanced to the pinnacle of the company? At TP, the sky is the limit!

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.

• 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. The 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 ecosystem 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…