Diagnostic Support Engineer

This is a fully remote position, open to applicants in India.

📋 Description

• Oversee DTC/CAN parameters at the Command Centre and promptly raise tickets when issues are identified.

• Address activated DTC/CAN alerts by generating internal tickets in the DMS system (with automation planned for phase 2).

• Deliver Level 1 (L1) support via phone, assisting customers/drivers in resolving minor problems.

• For vehicles with critical DTCs (such as those in the "Service Now" category), direct them to the nearest dealer.

• If a vehicle cannot be moved or if there's a risk of further damage, instruct the dealer to go to the vehicle’s location.

• Collaborate with dealers to ensure that the issue/ticket is completely resolved in a timely manner.

• Generate daily, weekly, monthly, and ad-hoc reports on vehicle issues and their resolution status.

• Monitor and report KPI targets in the required format.

• Perform job card analysis, concentrating on cost avoidance, analytics, and reporting for ongoing improvement.

⛳️ Requirements

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

• Exceptional problem-solving and communication skills for assisting customers and liaising with dealers.

• Knowledge of DMS systems, ticketing tools, and vehicle diagnostics (DTC/CAN).

• Capability to work in a 24/7 environment and manage critical issues effectively.

• Strong analytical skills for reporting and KPI monitoring.

🏝️ Benefits

• 6 days of work (Rotational week off & National Holidays)