MSX International
automotive
DiagnosticSupportEngineer
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“Diagnostic Support Engineer at MSX International. Skills: DTC/CAN monitoring, Customer assistance, Issue tracking. Monitor DTC/CAN parameters at Command Centre. Raise tickets immediately when issue detected”
What You'll Achieve.
resolve vehicle issues efficiently; ensure the issue/ticket is resolved completely and in a timely manner; cost avoidance; reporting for continuous improvement; Track and report KPI targets
Industry & Context.
problem-solving skills for guiding customers and coordinating with dealers; analytical skills for reporting and KPI tracking
24/7 Monitoring, Ability to work in a 24/7 environment
What They're Looking For.
Must Have
Experience in customer support, vehicle service, command centre operations, problem-solving and communication skills for guiding customers and coordinating with dealers, Familiarity with DMS systems, ticketing tools, vehicle diagnostics (DTC/CAN), Ability to work in a 24/7 environment and handle critical issues efficiently, analytical skills for reporting and KPI tracking
What You'll Do.
Monitor DTC/CAN parameters at Command Centre
Raise tickets immediately when issue detected
Respond to DTC/CAN alerts by creating tickets
Provide Level 1 support over phone
Guide customers/drivers to resolve minor issues
Guide vehicles with critical DTCs to nearest dealer
Instruct dealer to reach vehicle's location if immovable
Coordinate with dealers to ensure issue/ticket resolved
Provide reports on vehicle issues and resolution status
Track and report KPI targets
Conduct job card analysis for continuous improvement
How You'll Work.
Team & Collaboration
Coordinating with dealers; Guiding customers and drivers
Communication Scope
communication skills for guiding customers and coordinating with dealers
Full Job Description
[https://www.msxi.com/en/](https://eur02.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.msxi.com%2Fen%2F&data=05%7C02%7Cmayuri.bornak%40msxi.com%7C33ab22ab08804b67fa2408dd0dead52e%7C22d1428ac66d431192effab1eb2d98e7%7C0%7C0%7C638682024448752559%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=AOx36XfB%2B5p9ke%2BX41p%2BBznCxBjBrf6GuH0M9o0Ut%2BE%3D&reserved=0) At MSX International , we’ve been partnering with leading 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. 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 Tra
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