Problem Resolution Manager
hace 2 semanas
Aptiv Plc is a leading global technology company serving both the traditional automotive and new mobility markets. We focus on addressing the future needs of the auto industry through improved safety, electrification, and new mobility solutions.
We are expanding our presence in Monterrey within Advanced Safety and User Experience Engineering. Our new facility will be equipped with state-of-the-art technology and infrastructure, enabling us to provide world-class products and services to our customers.
The Problem Resolution Manager is responsible for coordinating and managing issues reported internally as well as from customers across multiple independent projects areas such as ADAS and Body Control Modules. This role involves working with next-generation technology to improve vehicle safety while enhancing driver convenience.
Key responsibilities include:
- Full accountability for Problem Resolution Management Plan (PRMP)
- Supporting Process Group (SUP.9) Problem Resolution Management as part of ASPICE Sys V-model Lead
- Triage of problems and allocation of proper domain teams for assistance through closure
- Responsible for 5D/8D, Fishbones, Is-Is Not, 3L5W, X-Domain Systemic Problems, Monitoring, and Closing tickets
- Collaboration with Engineering Program/Project Leads, System Leads, SW Program/Project/Product Owners, Manufacturing, HW teams, Customer Chief, and Customer(s) to drive all problem-related ticket closures in a timely manner
- Work with team to ensure proper Design Documentation, Unit Test Case, Validation Test Case, D/PFMEA, Control Plan, and other updates once ticket is closed
The ideal candidate will have:
- Bachelor's degree in a Technical / Engineering Discipline (electrical, systems, software, or related field of study)
- 2 to 4 years of experience in Problem Management, consultation, project management, escalation management, and/or technical support
- Ability to communicate complex ideas effectively verbally and in writing with both customers and internally
- Strong customer service with the ability to make good judgments and quick decisions
- Ability to effectively prioritize and execute tasks in a high-pressure environment
- Proven knowledge of ITIL frameworks (Incident, Problem, and Change primarily)
- Negotiation, mediation, and conflict management skills
- Critical thinking and decision-making ability
- Strong data analytics and report management skills
- Experience with Jira, Confluence, and collaboration tools
Aptiv Plc offers:
- Competitive salary: $120,000 - $180,000 per annum
- Inclusive work environment where individuals can grow and develop regardless of gender, ethnicity, or beliefs
- Opportunity to contribute to a safer world with zero fatalities, zero injuries, zero accidents
- Resources and support for physical and mental health with a competitive health insurance package
Aptiv Plc is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender identity, sexual orientation, disability status, protected veteran status, or any other characteristic protected by law.
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