Diagnostic Support Engineer

MSX International; Mumbai; On-site; INR 400,000 - 700,000; Full time

Job summary

MSX International is hiring a Diagnostic Support Engineer in Tamil Nadu to monitor DTC/CAN data at the 24/7 Command Centre, guide customers and drivers, and coordinate with dealers for issue resolution.

Experience in customer support or command center operations is required, with strong problem-solving, communication, and analytical skills. 6-day work weeks with rotational offs are mentioned in the description.

Qualifications

• Experience in customer support, vehicle service, or command center 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.

Responsibilities

• 24/7 Monitoring: Monitor DTC/CAN parameters at the Command Centre and raise tickets when issues are detected.
• Ticketing: Respond to alerts by creating internal tickets in the DMS system (automation in phase 2).
• Customer Assistance: Provide Level 1 support over the phone, guiding customers to resolve minor issues.
• Critical DTCs: For vehicles with critical DTCs, guide them to the nearest dealer.
• Vehicle Breakdown: Instruct the dealer to reach the vehicle’s location if immobilized.
• Issue Tracking: Coordinate with dealers to ensure timely resolution of tickets.
• Management Reporting: Provide daily, weekly, monthly, and ad-hoc reports on vehicle issues.
• KPI Tracking: Track and report KPI targets in the required format.
• Job Card Analysis: Conduct job card analysis focusing on cost avoidance and analytics.

Skills

Customer support

Vehicle diagnostics

DMS systems

Communication

Analytical skills

Tools

Ticketing tools

DMS software

Job description

Company Description

Company Overview: https://www.msxi.com/en/

At MSX International, we’ve been partnering with le ading automotive companies for over 25 years, helping them enhance their retail strategies and streamline operations. Our expertise in areas like dealer performance, repair optimization, and consumer engagement positions us as a trusted partner in the evolving mobility industry.

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.

Location: Oragadam, Tamil Nadu
Experience: 1-2 years
Industry: Automotive
Working Days : 6 days (Rotational week off & National Holidays)

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.

Additional InformationMSX International has been a trusted partner to leading automotive OEMs and mobility companies worldwide, providing strategic support to transform retail operations. With a strong foundation built on Dealer Performance Improvement, Repair Optimization, and Consumer Engagement, we empower businesses by integrating people, processes, and technology to drive measurable success. As the mobility industry undergoes rapid transformation, MSX International stands as a catalyst for innovation, equipping clients with cutting-edge tools and deep industry expertise to navigate evolving market dynamics. MSX International remains the go-to partner for leading automotive OEMs, offering innovative, research-driven strategies to elevate retail operations and accelerate business growth.