Senior Diagnostic Support Engineer

Job Summary:

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.

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.