MSX International
Automotive
Sr.DiagnosticSupportEngineer
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“Sr. Diagnostic Support Engineer at MSX International. Skills: Diagnostic Support, Customer Guidance, Issue Resolution. Monitor DTC/CAN parameters. Raise tickets immediately”
What You'll Achieve.
Resolve vehicle issues efficiently; Ensure issue/ticket is resolved completely; Ensure issue/ticket is resolved in a timely manner; Cost avoidance reporting; Continuous improvement reporting
Industry & Context.
Problem-solving
24/7 monitoring, Rotational week off, Rotational National Holidays
What They're Looking For.
Must Have
1-2 years experience, Experience in customer support, Experience in vehicle service, Experience in command centre operations, Familiarity with DMS systems, Familiarity with ticketing tools, Familiarity with vehicle diagnostics (DTC/CAN), Ability to work in a 24/7 environment, Ability to handle critical issues efficiently
Nice to Have
Problem-solving skills, Communication skills, Analytical skills
What You'll Do.
Monitor DTC/CAN parameters
Raise tickets immediately
Respond to DTC/CAN alerts
Create internal tickets
Provide Level 1 support
Guide customers/drivers
Guide vehicles to nearest dealer
Instruct dealer to reach vehicle location
Coordinate with dealers
Ensure issue/ticket is resolved
Provide daily reports
Provide weekly reports
Provide monthly reports
Provide ad-hoc reports
Conduct job card analysis
How You'll Work.
Team & Collaboration
Coordinate with dealers
Communication Scope
Customer guidance
Full Job Description
Company Overview: [https://www.msxi.com/en/](https://eur02.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.msxi.com%2Fen%2F&data=05%7C02%7Cpriti.abhange%40msxi.com%7Ccb4e27e1763f4762076108de6ded396d%7C22d1428ac66d431192effab1eb2d98e7%7C0%7C0%7C639069062800280121%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=GeUiMP%2FoK4hrBa%2BMfPP7Dh46Ljq4sLflPZ64MfzolC4%3D&reserved=0) 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: 1-2 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 complet
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