The objective of Support Engineer is providing remote diagnostic assistance and technical support for vehicles through connected vehicle platforms, telematics systems, diagnostic tools, and dealer support channels.
1) Technical Helpdesk Support - Monitor and analyze vehicle health data received through telematics and remote diagnostic platforms, perform remote fault diagnosis of IC engine vehciles & Electric vehicles therby improve vehicle uptime through proactive technical intervention
2) Data Analysis & Reporting - Analyze recurring field issues and identify trends / failure patterns and report diagnostic findings
3) Knowledge Management - Develop and maintain troubleshooting guides in support reporsitory by working closely with technical team
4) Helpdesk Ticket Management - Track and manage support tickets from initiation to closure, maintain records of diagnosis and corrective actions, prioritize cases based on vehicle downtime, customer impact and severity
BE/B.Tech in Automobile Engineering/Mechanical Engineering/ Electrical & Electronics engineering/Mechatronics
General Experience
Around 2 to 4 years experience in technical support in Automotive industry
Primary Skills:
1) Experience in automotive troubleshooting
2) Exposure to latest technologies in automobiles including connected vehicle technologies, OTA etc.
3) Valuable analytical skills
4) Knowledge in automotive electricals and electronics
Secondary Skills:
1) Technical Proficiency: Vehicle fault diagnosis, in-vehicle network diagnostics, DTC interprtation
2) Behaviourial & Communication: Customer focused mindset, Strong verbal and written communication skills for effective communication with customer and technical teams
3) Problem-Solving: Aptitude for developing quick and effective solutions to field issues,
4) Project Management: Ability to manage multiple tasks and projects efficiently,
5) Attention to Detail: Ensuring accuracy in diagnosis