Sr. Diagnostic Support Engineer

Msxinternational; Chennai District; On-site; INR 500,000 - 800,000; Full time

Job summary

MSX International invites applications for a Diagnostic Support Engineer in Oragadam, Tamil Nadu. The role involves 24/7 monitoring of DTC/CAN parameters at the Command Centre, guiding customers and drivers, and coordinating with dealers to resolve vehicle issues efficiently.

Ideal candidates have 2–6 years of experience in customer support, vehicle service, or command centre operations, with strong problem-solving and communication skills for effective escalation handling.

Qualifications

• Experience in customer support, vehicle service, or command centre operations.

Responsibilities

• 24/7 Monitoring: Monitor DTC/CAN parameters and raise tickets when issues are detected.
• Ticketing: Create internal tickets in the DMS system for triggered alerts.
• Customer Assistance: Provide Level 1 support over the phone, guiding customers/drivers to resolve minor issues.
• Critical DTCs: Guide customers to the nearest dealer for critical DTCs.
• Vehicle Breakdown: Instruct dealer to reach the vehicle location if immovable or at risk of damage.
• Issue Tracking: Coordinate with dealers to ensure issue resolution.

Skills

Customer support

Problem solving

Communication skills

Analytical thinking

Tools

DMS systems

Ticketing tools

Vehicle diagnostics (DTC/CAN)

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: 2-6 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.

MSX 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.