Senior Diagnostic Support Engineer

MSX International; Chennai District; On-site; INR 500,000 - 700,000; Full time

Job summary

MSX International is seeking a Senior Diagnostic Support Engineer to oversee DTC and CAN parameters at the Command Center. This role requires 24/7 monitoring and involves guiding customers and coordinating with dealers to efficiently resolve vehicle issues.

Ideal candidates will have experience in customer support or command centre operations, strong analytical skills, and the ability to efficiently handle critical issues in a fast-paced environment.

Qualifications

• 3-4 years of experience in customer support or command centre operations.
• Strong problem-solving and communication skills for customer guidance.
• Ability to work in a 24/7 environment handling critical issues efficiently.

Responsibilities

• Monitor DTC/CAN parameters at the Command Centre 24/7.
• Provide Level 1 support over the phone to resolve minor issues.
• Coordinate with dealers to ensure timely resolution of vehicle issues.
• Track and report KPI targets in the required format.

Skills

Customer support experience

Problem-solving skills

Communication skills

Familiarity with DMS systems

Analytical skills

Job description

Company Description

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

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

The Senior 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: 3-4 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.