ICONMA@ Cruise: Troubleshooting Expert

ICONMA@ Cruise: Troubleshooting Expert

Location: Scottsdale AZ

Duration: 6 months

Description:

Job Summary:

We're a self-driving service designed for the cities we love.

We believe in improving people's lives by making transportation safer, more accessible, and more convenient. We're building the world's most advanced software to fuel the driverless cars that safely connect people to the places, things, and experiences they care about.

We seek and embrace diversity in all of its forms. We continuously push ourselves to think differently and take ownership wherever it's needed. This is a place for dreamers and doers to succeed. If you share our passion for achieving what some say is impossible, join us.

What You'll Be Doing:

We are looking for Troubleshooting Experts to assist the technical and operational demands of the autonomous vehicle fleets.

This group is responsible for providing technical fleet support to Operation teams and feedback to Research and Development (R&D) groups at Client.

People who thrive in this role have strong attention to detail, a keen eye for troubleshooting and curiosity for debugging engineering issues.

Candidates should have the ability to adapt on the fly to evolving situations, sound judgment and comfortable working in a team setting.

Troubleshooting Experts work closely with Client Operations staff, Vehicle Technicians, and Engineers to ensure our fleet maximizes uptime and utilization.

Team members in this role are expected to understand and respect confidentiality as they may work on projects that involve confidential Client information.

Day-to-Day Responsibilities Include:

Foster Client's Safety First culture

Oversee and guide AV troubleshooting activity for technical issues.

Monitor field communication to assist in troubleshooting and report unresolvable issues to Fleet Operations Engineers and Vehicle Technicians

Compile proper diagnostic information and document issues encountered thoroughly and accurately.

Work with technician and engineering teams to refine troubleshooting and documentation processes.

Impart troubleshooting knowledge through training modules to AVTOs

Assist Fleet Engineering and Ops Managers in operating as the liaison between the Engineering/Technician teams and AV Operations.

Escalate to engineering issues that impact utilization of the AV fleets.

Maintain a helpful and calm composure in simple or difficult situations, while always providing first-rate customer support.

Recognize patterns and properly categorize support issues.

Support product testing for various engineering groups.

Respond to troubleshooting tickets quickly, following through to completion.

Write daily handoff reports for the next shift and management.

Perform ad hoc projects as needed, including those in support of delivery and other community support and/or pilots.

You Must Have the Ability to:

Communicate and build rapport with a rapidly growing team

Anticipate future issues and mitigate them before they manifest across the fleet

Have a technical background and understanding

Speak in front of large groups and communicating all issues to shift managers, fleet engineers, and technicians

Excel in a complex and dynamic environment

Demonstrate professionalism among various levels of management and AV operations.

Drive numerous activities and projects simultaneously and with ease.

Prioritize safety and maintain a safety-first mindset, while following all safe work practices and policies.

Ability to give and receive clear, prompt, and understandable verbal and written communications.

Ability to remain alert and extremely focused for two-hour uninterrupted blocks of time.

Comfortable working in a fast-paced environment, including interacting with engineers and managers.

Excellent customer service.

Strong oral/written communication and interpersonal skills.

Dedication to work through dynamic situations and the ability to keep calm and perform well under pressure.

High attention to detail and strong execution skills.

Comfortable and experienced with software technology, including Google Suite, Confluence, Jira, and CRM tools.

Ability to work on-site at a Client assigned office.

Enthusiasm for driverless cars.

General Vision:

Requires the ability to read small characters in dark backgrounds with or without magnifying software assistant tools.

Near Vision Acuity:

Clarity of vision and ability to recognize features at 20 inches or less with or without corrective glasses/contact lenses.

Depth Perception:

Three-dimensional vision. Ability to judge distance and space relationships so as to see objects where and as they actually are.

Color Vision: Ability to identify colors, including distinguishing red and green.

Speaking: Ability to give detailed spoken instructions to other workers accurately, loudly or quickly

Hearing:

Ability to hear, understand and distinguish speech and other sounds (such as alarms and sirens) through in-person speech, earphones/headphones, and telephone.

Ability to keep calm and perform well under pressure.

The above physical demands describe the general nature of work being performed of the role, and are not intended to be an exhaustive list.

Bonus Points:

Previous experience leading large teams

Background in automotive and/or technology industry

Experience using pager duty

Experience using command line or programing

Experience using JIRA

Experience with customer service

As an equal opportunity employer, ICONMA provides an employment environment that supports and encourages the abilities of all persons without regard to race, color, religion, gender, sexual orientation, gender identity or express, ethnicity, national origin, age, disability status, political affiliation, genetics, marital status, protected veteran status, or any other characteristic protected by federal, state, or local laws.