Join MSX International, a leading partner in the automotive industry. As a Sr. Diagnostic Support Engineer, you will monitor diagnostic trouble codes and CAN parameters, provide customer assistance, coordinate with dealers, and track key performance indicators. This role requires experience in customer support or vehicle service, strong problem-solving skills, and the ability to work in a 24/7 environment.
About the role
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.
Additional Information
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.
Key missions
- Monitor DTC (Diagnostic Trouble Codes) and CAN (Controller Area Network) parameters at the Command Center 24/7, and raise tickets immediately when an issue is detected.
- Provide Level 1 (L1) support over the phone, guiding customers/drivers to resolve minor issues, and coordinate with dealers to ensure the issue/ticket is resolved completely and in a timely manner.
- Track and report KPI targets in the required format, and conduct job card analysis, focusing on cost avoidance, analytics, and reporting for continuous improvement.