Vessel Technical Resolution Specialist

1 week ago

Chennai, Tamil Nadu, India beBeeVehicleResolution Full time ₹ 45,00,000 - ₹ 65,00,000
Job Summary

Professionals in the Vehicle Resolution Support Team are responsible for providing top-notch assistance to customers and drivers by monitoring DTC and CAN parameters around the clock. This involves analyzing data, creating tickets, and coordinating with dealerships to resolve vehicle issues efficiently.

Key Responsibilities:
  • Continuously monitor DTC/CAN parameters at the Command Center and escalate issues promptly when detected.
  • Respond to triggered alerts by creating internal tickets within the DMS system.
  • Deliver exceptional Level 1 (L1) support via phone calls, guiding customers/drivers through minor issue resolution.
  • Direct vehicles with critical DTCs to the nearest dealership.
  • Coordinate with dealerships to ensure timely resolution of tickets.
  • Compile daily, weekly, monthly, and ad-hoc reports on vehicle issues and resolution status.
  • Track and report Key Performance Indicator (KPI) targets in a required format.
  • Conduct in-depth job card analysis focusing on cost avoidance, analytics, and reporting for continuous improvement.
Qualifications:
  • Previous experience in customer support, vehicle service, or command center operations is essential.
  • Strong problem-solving and communication skills are necessary for guiding customers and coordinating with dealerships effectively.
  • Familiarity with DMS systems, ticketing tools, and vehicle diagnostics (DTC/CAN) is crucial.
  • The ability to work in a 24/7 environment and handle critical issues efficiently is vital.
  • Strong analytical skills are necessary for compiling reports and tracking KPIs.

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