CAN Bus Diagnostics Engineer - Technical Support

Gerrell & Hard Ltd.; Bristol; On-site; GBP 42,000 - 62,000; Full time

Job summary

Gerrell & Hard Ltd. is seeking a Diagnostics Engineer (Technical Support) to diagnose CAN bus faults on-site in Yate, reporting to Head of Aftersales.

You will capture CAN traces with Vector tools, decode messages, and translate findings into clear briefs for engineers, while deciding remote vs. field visits and shaping support processes.

The role emphasizes hands-on diagnostics, collaboration with an outsourced field partner, and building a knowledge base as the team grows.

Qualifications

• Hands‑on experience with Vector tools (CANoe, CANalyzer) is essential.
• Strong working knowledge of CAN protocol, message decoding, and DBC files.
• Minimum 3–5 years in hardware‑focused technical support, diagnostics, or test/validation.
• Working appreciation of software systems and connectivity to understand integrated hardware/software products.
• Excellent interpersonal and communication skills for engineers and customers at all levels.
• Proactive, ownership‑driven mindset with confidence to diagnose in ambiguity.
• Experience contributing to new processes and functions, not just operating within established ones.
• Strong organizational skills and ability to manage multiple cases simultaneously.

Responsibilities

• Capture and interpret CAN bus traffic from the Charge Qube and hardware using Vector tools, identifying fault signatures and root causes.
• Decode CAN messages against DBC files/signal definitions and translate findings into structured reports for engineering teams.
• Act as first point of escalation for inbound technical support queries, distinguishing genuine faults from user error or configuration issues.
• Determine whether issues can be resolved remotely or require field service deployment based on diagnostics.
• Coordinate with outsourced field service to plan site visits with a clear technical brief.
• Build and maintain customer relationships with proactive and solution-focused communication.
• Design help desk processes, workflows, and escalation procedures with Head of Aftersales.
• Build a knowledge base of common CAN fault signatures and resolutions.
• Track support metrics and feed diagnostic insights back to product and engineering teams.
• Assist in shaping team structure as the function grows, potentially taking on line management responsibilities.

Skills

Vector tools

CAN protocol

Diagnostics

Interpersonal communication

Process design

Ownership mindset

Tools

CANoe

CANalyzer

CAN bus decoding

Job description

Gerrell & Hard Ltd. is seeking a Diagnostics Engineer (Technical Support) to diagnose CAN bus faults on-site in Yate, reporting to Head of Aftersales.

You will capture CAN traces with Vector tools, decode messages, and translate findings into clear briefs for engineers, while deciding remote vs. field visits and shaping support processes.

The role emphasizes hands-on diagnostics, collaboration with an outsourced field partner, and building a knowledge base as the team grows.