Customer Support Engineer

Customer Support Engineer

Why join Aptiv? You'll have the opportunity to work on cutting-edge applications, develop breakthrough technologies, and deliver innovative solutions to some of the world's leading automotive brands. See your work come to life on the road-helping make mobility safer, greener, and more connected. Ready to shape the future of mobility with us?

YOUR ROLE

This position is part of our Advanced Safety & User Experience segment.
Aptiv is seeking a Systems Engineer - Customer Support for its Advanced Safety and User Experience products. You will be building and working with a team of highly motivated individuals that work on various automotive technologies to enhance driver experience, prevent accidents, and save lives.

In this role, you will be part of a group of Customer Facing specialists in charge of support processes as defined by ASPICE; for example: SPL2. Product Release, SUP10 Change Request Management, SUP9 Problem Resolution Management, SUP8 Configuration Management

Responsibilities:

Be a process expert to ensure all ASPICE support process activities are executed in the proper way for all assigned programs

• Be a process expert to ensure all ASPICE support process activities are executed properly across all assigned programs.
• Support the Release Manager in the execution of strategic plans for product releases, aligning them with business objectives and customer needs.
• Collaborate with the Release Manager to make decisions regarding product feature prioritization, scope changes, and release content, ensuring alignment with business goals and customer expectations.
• Ensure all deliverables and release documentation are created on time, with the expected content and quality.
• Be the voice of the customer and stakeholders for all release- and testing-related topics.
• Support the Problem Resolution Manager through the problem resolution process ensuring proper documentation, traceability of issues and issue management.
• Be responsible for applying problem-solving and documentation methodologies.
• Work closely with different key stakeholders and disciplines as Engineering Program/Project Leads, System Leads, SW Program/Project/Product Owners, Manufacturing, HW teams, Customer Chief, and customers to drive the timely closure of all problem-related tickets.
• Stay connected with program team members to maintain a deep understanding of work progress, with a strong focus on planned release readiness.
• Perform SUP.8 Configuration Management activities for all assigned programs.
• Perform CMII Configuration and Change Management activities for all assigned programs (CR/CN process).
• Drive excellence by fostering a culture of pursuing perfection.
• Drive quality into the standard way of working.

• Bachelor's degree in engineering discipline (Mechatronics, Computer Science, Systems, Software, or a related field).
• 1-3 years of experience in the automotive industry or consumer electronics.
• Bilingual - proficient in spoken English.
• Knowledge of ASPICE, Software Development Life Cycle (SDLC), and the V-model.
• Experience in technical management support, problem management, consulting, project management, escalation management, and/or technical support.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Experience with JIRA, Confluence or related tools.
• Strong interpersonal, analytical, and problem-solving skills, with a positive approach to challenges.
• Cross-functional mindset; ambitious, self-driven, adaptive, and comfortable with ambiguity.
• Ability to effectively manage multiple projects simultaneously.
• Strong soft skills, including networking, influencing, continuous learning, and a sense of ownership.

• Experience with SUP.8 Configuration Management
• Experience with SUP.9 Problem Resolution Management
• Experience with SUP.10 Change Request Management
• Experience with SLP.2 Product Release Management
• Experience with CMII Change and Configuration Management (CR/CN process)
• Experience with SUP.1 Quality Assurance
• Experience with 5D/8D, Fishbones, Is-Is Not, 3L5W
• Experience in escalation management and conflict resolutions.
• Knowledge and use of visualizations and metrics dashboards to convey key messages

• You can grow at Aptiv. Aptiv provides an inclusive work environment where all individuals can grow and develop, regardless of gender, ethnicity or beliefs.
• You can have an impact. Safety is a core Aptiv value; we want a safer world for us and our children, one with: Zero fatalities, Zero injuries, Zero accidents.
• You have support. We ensure you have the resources and support you need to take care of your family and your physical and mental health with a competitive health insurance package.

• Savings Fund
• Pension Plan
• Christmas Bonus
• Attendance Bonus
• Vacation Premium
• Medical Expenses
• Life Insurance
• Social security (IMSS, INFONAVIT, Retirement)
• Recognition for innovation and excellence
• Opportunities to give back to the community