Senior Diagnostic Support Engineer Chennai

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: 4-6 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.