Employment Type: T4 Contract (12 Months +, Potential Extension)
Work Arrangement: Hybrid (4 Days Onsite)
Location: Oakville, Ontario
Compensation: $40 - $43/hr
Job Description
We are seeking a Software Engineer Controls to support the development and quality of connected vehicle, telematics, and fleet management systems that enhance the commercial vehicle customer experience.
In this role, you will serve as the Voice of the Customer, driving the identification, investigation, prioritization, and resolution of customer quality concerns across connected vehicle technologies. You will leverage connected vehicle data, analytics, and quality metrics to improve customer experience, proactively identify issues, and support the development of a robust quality framework for connectivity features.
The ideal candidate will possess strong analytical and problem-solving skills, experience working with large datasets, telematics or connected vehicle technologies, and the ability to collaborate effectively across cross-functional teams to drive quality improvements and customer satisfaction.
Key Responsibilities
- Serve as the Voice of the Customer while maintaining a customer-centric mindset in all activities.
- Monitor, prioritize, and drive resolution of customer quality concerns received through fleet customers, business account feedback, and critical issue escalations.
- Lead investigations into connectivity and telematics-related quality issues impacting customer experience.
- Leverage Connected Vehicle Data and leading customer indicators to identify and address emerging issues.
- Support continuous improvement of traditional quality metrics through data-driven analysis and actions.
- Develop dashboards, reports, and data-driven insights to assist decision-making and issue prioritization.
- Analyze large datasets to validate or disprove hypotheses related to customer concerns and product performance.
- Support the creation and maintenance of a Quality Framework across connected vehicle and telematics features.
- Benchmark quality indicators internally and externally to identify improvement opportunities.
- Collaborate with engineering, quality, product, customer support, and business stakeholders to resolve customer-impacting issues.
- Proactively identify risks and coordinate with cross-functional teams to implement corrective actions.
- Track and manage issues using quality management and problem-tracking tools.
- Recommend and implement process improvements that reduce manual effort and operational toil.
- Support quality initiatives related to fleet management and connected vehicle services.
- Communicate findings, recommendations, and progress updates to stakeholders at various organizational levels.
Required Qualifications
- Bachelor's Degree required.
- 2+ years of experience resolving customer quality issues.
- 2+ years of experience in data analytics, reporting, and dashboard management.
- 2+ years of experience querying and analyzing large datasets to support investigations and decision-making.
- Experience with connected vehicle technologies, telematics, or embedded software environments.
- Strong analytical, critical thinking, and problem-solving abilities.
- Experience working with cross-functional teams and business stakeholders.
- Strong understanding of data analysis, data integrity, and reporting methodologies.
- Excellent verbal and written communication skills.
- Ability to manage competing priorities in a fast-paced environment.
- Customer-focused mindset with a passion for improving customer experience.
Preferred Qualifications
- Bachelor's Degree in Engineering, Computer Science, Information Technology, Data Science, or a related technical field.
- 2+ years of experience supporting Connected Vehicle quality concerns.
- Experience with Telematics and Fleet Management platforms.
- Experience using JIRA for issue tracking and quality management.
- Experience with BigQuery or similar large-scale data platforms.
- Knowledge of Six Sigma, Quality Engineering, or Reliability methodologies.
- Green Belt or Black Belt certification is a plus.
- Knowledge of DoE, Taguchi Methods, FMEA, or related quality tools.
- Understanding of vehicle electrical architectures and automotive systems.
- Experience benchmarking quality metrics and performance indicators.
- Strong presentation, stakeholder management, and interpersonal skills.
- Ability to influence cross-functional teams and drive quality-focused initiatives.
- Experience within the fleet, commercial vehicle, or automotive industry preferred.
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