Diagnostic Support Engineer

Overview

Diagnostic Support Engineer to monitor DTC/CAN parameters 24/7, manage ticketing, and coordinate with customers and dealers to resolve vehicle issues.

What you'll do

• Monitor DTC/CAN parameters at the Command Centre (CC) and raise tickets immediately when issues are detected.
• Create internal tickets in the DMS system in response to triggered DTC/CAN alerts.
• Provide Level 1 (L1) customer support over the phone to guide customers/drivers on minor issue resolution.
• Guide customers/drivers with critical DTCs to the nearest dealer based on critical categories (e.g., “Service Now”).
• Coordinate with dealers to ensure tickets/issues are resolved completely and within required timelines.
• Provide daily, weekly, monthly, and ad-hoc reports and track KPI targets.

What you'll need

• 1–2 years of experience in customer support, vehicle service, or command centre operations.
• Experience/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 problem-solving and communication skills for guiding customers and coordinating with dealers.
• Strong analytical skills for reporting and KPI tracking.

Details

• Location: Oragadam, Tamil Nadu.
• Working days: 6 days with rotational week off and national holidays.