Diagnostic Support Engineer MSX International

2.0 - 7.0 years

1 - 5 Lacs

Kolkata, Mumbai, New Delhi

Work from Office

Location: Oragadam, Tamil Nadu Experience: 1+ years Working Days : 6 days (Rotational week off & National Holidays) What is role is all about The Diagnostic Support Engineer (DSE) will be responsible for monitoring DTC (Diagnostic Trouble Codes) and CAN (Controller Area Network) parameters at the Command Center (CC) 24/7 The role involves guiding customers and drivers, managing escalations, and coordinating with dealers to resolve vehicle issues efficiently The responsibilities would include: 24/7 Monitoring: Monitor DTC/CAN parameters at the Command Centre and raise tickets immediately when an issue is detected Ticketing: Respond to triggered DTC/CAN alerts by creating internal tickets in the DMS system (with automation in phase 2) Customer Assistance: Provide Level 1 (L1) support over the phone, guiding customers/drivers to resolve minor issues Critical DTCs: For vehicles with critical DTCs (e-g , "Service Now" category), guide them to the nearest dealer Vehicle Breakdown: If a vehicle is immovable, or if further damage could occur, instruct the dealer to reach the vehicles location Issue Tracking: Coordinate with dealers to ensure the issue/ticket is resolved completely and in a timely manner Management Reporting: Provide daily, weekly, monthly, and ad-hoc reports on vehicle issues and resolution status KPI Tracking: Track and report KPI targets in the required format Job Card Analysis: Conduct job card analysis, focusing on cost avoidance, analytics, and reporting for continuous improvement Who are we looking for The requirements to apply for these positions are as follows: Experience in Diagnostic support, vehicle service, or command centre operations Strong problem-solving and communication skills for guiding customers and coordinating with dealers Familiarity with DMS systems, ticketing tools, and vehicle diagnostics (DTC/CAN) Ability to work in a 24/7 environment and handle critical issues efficiently Qualifications: BE/BTech/ Diploma

Posted 1 week ago

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