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 :

Skills Required

Ticketing Tools