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Title:  Diagnostic Support Engineer

Location: 

TN, IN

Date:  Oct 9, 2025

Diagnostic Support Engineer

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:

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


Job Segment: Engineer, Customer Service, Engineering

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