Diagnostic Support Engineer

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

Job summary

MSX International is seeking a Diagnostic Support Engineer in Oragadam, Tamil Nadu. This role involves 24/7 monitoring of Diagnostic Trouble Codes and guiding customers to resolve vehicle issues efficiently.

The ideal candidate will have experience in customer support and strong analytical and problem-solving skills. Responsibilities include monitoring vehicle diagnostics, responding to alerts, and coordinating resolutions with dealers. The position offers a dynamic work environment with a focus on 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.
• Ability to work in a 24/7 environment and handle critical issues efficiently.

Responsibilities

• Monitor DTC/CAN parameters at the Command Centre and raise tickets immediately when an issue is detected.
• Respond to triggered DTC/CAN alerts by creating internal tickets in the DMS system.
• Provide Level 1 support over the phone, guiding customers/drivers to resolve minor issues.
• Guide vehicles with critical DTCs to the nearest dealer.

Skills

Customer support experience

Problem-solving skills

Communication skills

Familiarity with DMS systems

Analytical skills

Tools

Ticketing tools

Vehicle diagnostics tools (DTC/CAN)

Job description

At MSX International, we’ve been partnering with leading 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

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.