Sr. Diagnostic Support Engineer

Overview

The Sr. Diagnostic Support Engineer monitors vehicle diagnostic trouble codes (DTC) and CAN parameters in a command center and supports customers and drivers through issue resolution.

What you'll do

• Monitor DTC/CAN parameters at the command center 24/7 and raise tickets when issues are detected.
• Create internal tickets in the DMS system in response to triggered DTC/CAN alerts.
• Provide Level 1 phone support to guide customers and drivers for minor issues.
• Guide users for critical DTCs (e.g., “Service Now”) to the nearest dealer.
• Instruct dealers to reach the vehicle location if the vehicle is immovable or further damage could occur.
• Coordinate with dealers to ensure issues/tickets are resolved completely and on time.
• Produce daily/weekly/monthly and ad-hoc reports, and track KPI targets in the required format.

What you'll need

• 2–6 years of experience (as stated) in the automotive domain.
• Experience in customer support, vehicle service, or command center operations.
• Familiarity with DMS systems, ticketing tools, and vehicle diagnostics (DTC/CAN).
• Strong problem-solving and communication skills for guiding customers and coordinating with dealers.
• Ability to work in a 24/7 environment and handle critical issues efficiently.
• Strong analytical skills for reporting and KPI tracking.

Details

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