Senior Diagnostic Support Engineer @Oragadam, Tamil Nadu

MSX International

Job Summary:

The Senior Diagnostic Support Engineer 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.

Service Agreement:

Location:

Experience:

Industry:

Working Days:

Key Responsibilities:

• 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 2 (L2) 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 vehicle’s 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.

Qualifications:

• Experience in customer 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.
• Strong analytical skills for reporting and KPI tracking.