We're looking for a driven and detail-oriented professional to lead the Aftersales Production Flash Operations in North America in support of service software releases to resolve issues related to vehicle safety and customer concerns. In this role, you'll play a critical part in ensuring high-quality, timely software releases that directly support vehicle performance, safety, and customer satisfaction.
What You'll Do
Lead end-to-end Production Service flash operations, including flash validation, vehicle acquisition, and production release of flash files
Support field issues and perform root cause analysis to resolve complex technical challenges
Partner with regional TSO validation teams to ensure consistent, high-quality releases and prevent delays or roadblocks that may impact NA or other regions
Proactively identify and solve unique or high-risk release issues that could impact timing or quality
Serve as the wiTECH Aftersales diagnostic tool flash process subject matter expert, collaborating with Engineering, Suppliers, FTS, Vehicle Safety Office, Technical Advisers, Star Center agents, wiTECH Help Desk, and dealer technicians
Provide hands-on technical guidance and support to resolve current or potential service issues
Support and execute service flash objectives defined by management
Continuously improve service flash processes and release quality
Key Responsibilities
Own the Service Flash Release Process for NA and ensure Engineering compliance to process and requirements.
Actively manage JIRA tickets, monitoring for issues, risks, or inconsistencies that could impact successful flash releases
Oversee quality control and release flow for all flash files deployed through the NAFTA system
Serve as the final release approver for all NAFTA flash files, ensuring readiness, compliance, and quality standards
Partner with Engineering and cross-functional teams to diagnose and resolve issues impacting service operations or customer experience
Author, manage, and continuously improve core service processes, including:
Service Flash Release and Validation Processes
JIRA ticket workflow
Uconnect Release and Validation Processes
Vehicle Acquisition and Garage Processes
Analyze and resolve complex or unique engineering release issues affecting service tools and flash operations
Develop and maintain crisis management and mitigation documentation to support rapid response situations
Support and resolve field flash issues through log analysis, dealer engagement, and failure replication
Ensure global alignment of TSO flash validation processes across EE, Mexico, LATAM, and APAC regions
Develop, lead, and execute one-off action plans when standard processes may delay critical releases
Lead high-load validation efforts, coordinating resources and execution during peak or large-scale release activities
Collaborate with ECU development and internal service teams to drive low flash failure rates and improved quality outcomes
Provide readiness support for new part replacements and generic service events
Develop cost-avoidance strategies, including flash scripts, knowledge base articles, flash notes, and field alert mechanisms
Deliver daily and weekly status reports on global service flash releases to management and extended teams
Apply individual skills, expertise, and technical knowledge to deliver efficient, high-quality outcomes
Continuously evolve and improve processes to proactively identify ECU protocol and flash-related risks
Act as a primary liaison between Engineering, Suppliers, STAR, PSHD, FTS, Safety Office, Technical Advisers, Quality, Time Study, internal flash teams, and extended stakeholders
Provide Statements of Work (SOWs) to support current and future workload planning
Lead by example while recognizing team achievements to support talent development, engagement, and knowledge retention
Basic Qualifications:
College degree in Automotive Service or a related field, or equivalent practical experience
5+ years of hands-on automotive service experience
Experience working with automotive technicians, engineers, suppliers, call centers, and regional partners
5+ years of leadership experience / leading a team of individuals
Excellent verbal and written communication skills, with the ability to work effectively across technical and non-technical teams
Proven ability to collaborate closely with individuals and cross-functional teams in a fast-paced environment
Comfortable serving as a technical liaison between engineering, service, suppliers, and regional stakeholders
Ability to analyze complex technical issues and develop creative, out-of-the-box solutions
Ability to manage competing priorities, meet deadlines, and perform accurately in high-demand environments
Strong logistical thinking and organizational skills, with attention to detail
Proficiency in Microsoft Office tools, including Word, Excel, and PowerPoint
Experience with management reporting mechanisms and status communication
Ability to work independently, remain self-sufficient, and maintain accuracy while multitasking
Preferred Qualifications:
Advanced experience serving as a subject matter expert (SME) for automotive flash, validation, or service tool processes
Prior experience supporting or leading large-scale or high-volume software/flash releases
Experience developing, documenting, and maintaining standardized service and validation processes
Demonstrated experience leading cross-functional action plans during critical or time-sensitive release events
Ability to work with global validation teams and maintain alignment across multiple regions (ex: EE, LATAM, APAC)
Experience supporting field operations, including dealer engagement, failure replication, and root cause analysis
Knowledge of crisis management, risk mitigation, and escalation handling... For full info follow application link.
Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled.
