Senior Diagnostic Specialist

MSX International; Oragadam; On-site; INR 900,000 - 1,500,000; Full time

Job summary

MSX International in Oragadam, Tamil Nadu, is seeking a Senior Diagnostic Support Engineer to monitor DTC and CAN data 24/7, guiding customers and drivers. The role involves managing escalations, coordinating with dealers, and delivering regular reports on issue status.

The ideal candidate has 3–6 years in automotive service or command centre operations, with strong communication and analytical skills for KPI tracking and cost-focused job-card analysis.

Qualifications

• Experience in customer support, vehicle service, or command centre operations.
• Strong problem-solving and communication skills to guide customers and coordinate 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 at the Command Centre and raise tickets immediately when an issue is detected.
• Ticketing: create internal tickets in the DMS system in response to DTC/CAN alerts.
• Provide Level 1 support over the phone, guiding customers/drivers to resolve minor issues.
• For vehicles with critical DTCs, guide them to the nearest dealer.
• Instruct the dealer to reach the vehicle’s location if immovable or at risk of further damage.
• Coordinate with dealers to ensure issue/ticket is resolved in a timely manner.
• Provide daily, weekly, monthly, and ad-hoc reports on vehicle issues and resolution status.
• Track KPI targets and report in the required format.
• Conduct job card analysis focusing on cost avoidance, analytics, and reporting for continuous improvement.

Skills

Customer support

Vehicle service

24/7 operations

Problem solving

Communication

KPI tracking

Guidance to dealers

Escalation handling

Tools

DMS systems

Ticketing tools

Job description

I hope this email finds you well. We are excited to announce a job opportunity at MSX International for the position of Senior Diagnostic Support Engineer.

Company Overview:

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

At MSX International, weve 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 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: 3-6 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