Diagnostic Support Engineer Trainee

Job Summary:

The Diagnostic Support Engineer Trainee 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
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.