Diagnostic Support Engineer

MSX International; Chennai District; On-site; INR 300,000 - 500,000; Full time

Job summary

MSX International is seeking a Diagnostic Support Engineer in Chennai, Tamil Nadu. The role involves 24/7 monitoring of DTC and CAN parameters, guiding customers and managing escalations for vehicle issues. Candidates should have 1-2 years of experience in customer support or vehicle service, with strong problem-solving and communication skills. The job offers a dynamic environment focused on excellent customer service and effective issue resolution.

Qualifications

• Experience in customer support, vehicle service, or command centre operations.
• Proficient in coordinating with dealers and guiding customers.
• Ability to handle critical issues efficiently.

Responsibilities

• Monitor DTC/CAN parameters at the Command Centre 24/7.
• Create internal tickets in the DMS system.
• Provide Level 1 support over the phone.
• Coordinate with dealers for issue resolution.
• Report on vehicle issues and resolution status.
• Conduct job card analysis for continuous improvement.

Skills

Customer support experience

Problem-solving skills

Communication skills

Knowledge of DMS systems

Analytical skills

Job description

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.

Experience: 1-2 years

Industry: Automotive

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.