Diagnostics Engineer

Gerrell & Hard; West of England; On-site; GBP 34,000 - 46,000; Full time

Job summary

Gerrell & Hard in the United Kingdom is seeking a Diagnostics Engineer (Technical Support) for our site in Yate, South Gloucestershire. This on-site role focuses on CAN bus analysis, fault identification, and translating raw signal data into clear technical briefs for our engineers.

The role builds our Technical Support function from the ground up, liaising with an outsourced field service partner. Candidates should have hands-on Vector tool experience and strong CAN knowledge, with 3–5 years in

Qualifications

• Hands-on experience with Vector tools such as CANoe, CANalyzer, or similar.
• Strong working knowledge of CAN protocol, message decoding, and DBC files.
• 3–5 years experience in a hardware-focused technical support, diagnostics, or test/validation role.
• Understanding of software systems and connectivity to support integrated hardware/software products.
• Excellent interpersonal and communication skills to translate technical findings for engineers and customers.

Responsibilities

• Capture and interpret CAN bus traffic from hardware using Vector tools and identify fault signatures.
• Decode CAN messages against DBC files and translate findings into actionable reports for engineering teams.
• Act as the first point of escalation for inbound technical support queries and distinguish hardware/software faults.
• Determine whether issues can be resolved remotely or require field service deployment.
• Liaise with outsourced field service partner to coordinate site visits with clear technical briefs.
• Build and maintain customer relationships with proactive, solution-focused communication.
• Collaborate with Head of Aftersales to design help desk processes, workflows, and escalation procedures.
• Develop a knowledge base of common CAN fault signatures and resolution paths.
• Track and report on support metrics and recurring fault patterns to feed back to product/engineering.
• Contribute to shaping team structure as the function grows and potentially take on line management.

Tools

CANoe

CANalyzer

CRM platforms

Zendesk

Salesforce

HubSpot Service Hub

Job description

Salary: £40,000 - 40,000 per year

Requirements

• Hands‑on experience with Vector tools such as CANoe, CANalyzer, or similar
• Strong working knowledge of CAN protocol, message decoding, and DBC files, ideally gained in automotive, EV charging, power electronics, or similar electro‑mechanical systems
• 3–5 years experience in a hardware‑focused technical support, diagnostics, or test/validation role
• A working appreciation of software systems and connectivity sufficient to understand integrated hardware/software products
• Excellent interpersonal and communication skills, with the ability to translate technical findings for engineers and customers at all levels
• A proactive, ownership‑driven mindset with confidence to make diagnostic calls in ambiguous situations
• Experience contributing to or building new processes and functions, rather than simply operating within established ones
• Strong organisational skills and the ability to manage multiple cases simultaneously while maintaining customer experience
• Desirable: background in EV charging, energy storage, or clean energy technology
• Desirable: experience with DBC file authoring or CAN network design
• Desirable: familiarity with CRM or ticketing platforms such as Zendesk, Salesforce, or HubSpot Service Hub
• Desirable: experience working with or managing outsourced field service or logistics partners
• Desirable: previous experience in a team lead, senior technician, or mentoring capacity

Responsibilities

• Capture and interpret CAN bus traffic from our hardware using Vector tools, identifying fault signatures and root causes at the message and signal level
• Decode CAN messages against DBC files and translate findings into structured, actionable reports for our engineering teams
• Act as the first point of escalation for inbound technical support queries, distinguishing genuine hardware and software faults from user error or configuration issues
• Determine whether issues can be resolved remotely or require field service deployment based on diagnostic evidence
• Liaise with our outsourced field service partner to coordinate site visits with clear technical briefs that reduce repeat visits and diagnosis time
• Build and maintain customer relationships, keeping communication proactive and solution‑focused
• Work with the Head of Aftersales to design help desk processes, workflows, and escalation procedures
• Build a knowledge base of common CAN fault signatures and resolution paths to support consistent diagnosis as the team grows
• Track and report on support metrics and recurring fault patterns, feeding diagnostic insight back into product and engineering teams
• Play a key role in shaping the team structure as the function grows, potentially taking on line management responsibilities in due course

Technologies

• CRM
• Hardware
• HubSpot
• Support
• Network
• Salesforce
• Zendesk

More

We are recruiting a Diagnostics Engineer (Technical Support) for our site in Yate, South Gloucestershire. This is an on‑site role, five days per week, with a competitive salary. We are building our Technical Support function from the ground up, and this role sits at its technical core. You will work closely with the Head of Aftersales to shape how the function operates, while our outsourced field service partner handles site visits. This is a hands‑on diagnostic role focused on CAN bus analysis, accurate fault identification, and translating raw signal data into clear technical briefs that our engineers can act on immediately.

last updated 28 week of 2026