Senior Diagnostic Support Engineer Chennai
Monitor vehicle diagnostic codes and parameters 24/7, providing L1 support to customers/drivers and coordinating with dealers for issue resolution.
Company Overview: https://www.msxi.com/en/ At MSX International , we’ve been partnering with le ading automotive companies for over 25 years, helping them enhance their retail strategies and streamline operations. Our expertise in areas like dealer performance, repair optimization, and consumer engagement positions us as a trusted partner in the evolving mobility industry.
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.
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.
MSX International has been a trusted partner to leading automotive OEMs and mobility companies worldwide, providing strategic support to transform retail operations. With a strong foundation built on Dealer Performance Improvement, Repair Optimization, and Consumer Engagement, we empower businesses by integrating people, processes, and technology to drive measurable success.
As the mobility industry undergoes rapid transformation, MSX International stands as a catalyst for innovation, equipping clients with cutting-edge tools and deep industry expertise to navigate evolving market dynamics. MSX International remains the go-to partner for leading automotive OEMs, offering innovative, research-driven strategies to elevate retail operations and accelerate business growth.