Senior Diagnostic Support Engineer

2 weeks ago

Bhurai In, Jammu and Kashmir MSX INTERNATIONAL Full time US$ 80,000 - US$ 1,20,000 per year

Senior Diagnostic Support Engineer

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.

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 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 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.

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