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.
Requirements
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.
Additional Information
Job Summary:
The 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: 1 year
Location: Oragadam, Tamil Nadu
Experience: 1-2 years
Industry: Automotive
Working Days : 6 days (Rotational week off & National Holidays)
Msxinternational · Chennai, IN