Diagnostic Support Trainee

MSX International; Chennai District; On-site; INR 600,000 - 1,200,000; Full time

Job summary

MSX International is seeking a Diagnostic Support Engineer Trainee in Chennai to monitor DTC/CAN parameters 24/7 at the Command Center. You will guide customers, manage escalations, and coordinate with dealers to resolve vehicle issues efficiently.

Responsibilities include ticketing, L1 phone support, guiding service locations for critical DTCs, and producing routine reports. This role requires strong analytical and communication skills and the ability to operate in a 24/7 environment.

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.

Responsibilities

• 24/7 monitoring of DTC/CAN parameters and raise tickets when issues are detected.
• Respond to alerts by creating internal tickets in the DMS system.
• Provide Level 1 support over the phone to guide customers.
• Guide dealers for critical DTCs to nearest service location.
• Coordinate with dealers to resolve issues and track tickets.
• Provide daily, weekly, monthly, and ad-hoc reports on issues and resolutions.
• Track and report KPI targets.

Skills

Problem solving

Communication

Analytical thinking

24/7 operations

Tools

DMS systems

Ticketing tools

Vehicle diagnostics

Job description

Job Description

Job Summary:

The Diagnostic Support Engineer Trainee 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.

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.