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.
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.
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.
