We are looking for a talented and experienced Business Support Engineer to join our dynamic team at the Daimler Truck Innovation Center India Private Limited. In this role, you will play a crucial part in establishing a structured support model that aligns with defined SLAs, KPIs, and continuous improvement practices. Your primary focus will be to ensure operational efficiency and customer satisfaction through effective issue resolution and process optimization.
Responsibilities
- Should have positive exposure to warranty claim process and Finance & legal terms related to warranty
- Candidate will be handling the warranty L2 support and also involve and change management for warranty process.
- Address escalated technical issues for warranty management system and perform root cause analysis.
- Coordinate with internal teams to resolve complex problems.
- Monitor and report on ticket inflow and outflow, resolution times, and user management for audits.
- Develop dashboards with defined KPIs to track performance and identify areas for improvement.
- Conduct regular reviews and implement automated processes using AI solutions.
- Update the knowledge base and documentation regularly to ensure accuracy and relevance.
- Explore AI-powered solutions for automated ticket assignment and routing, self-service options, and virtual assistants to enhance customer satisfaction and reduce support center load.
- Develop scripts to add automation and streamline support processes.
- Handle change requests and ensure smooth implementation.
Qualifications
- B.Tech or BE degree
- 3-6 years of experience in Warranty claim support for automotive industry and analysis.
- Strong problem-solving and analytical skills.
- Excellent communication and collaboration abilities.
- Experience with AI and automation technologies is preferred.
- Proficiency in scripting languages for automation.
- Knowledge of ITIL practices and principles.
- Ability to work independently and manage multiple tasks.
- Strong organizational and time management skills.
- A passion for continuous improvement and customer satisfaction.
Required Knowledge:
- Quick comprehension of the topic “Warranty” as well as contextual relationships
- Process understanding regarding warranty and goodwill as foundation for identification of bugs within process that need to be resolved
- General understanding of object structure/ logic within Salesforce
- Basic SQL knowledge
- Basic Knowledge about Service Now
- Knowledge regarding Salesforce indicator (not mandatory)
- Knowledge of Jira
- Familiar with user stories within context of software development
Analytical & Root Cause Skills
L2 should not just approve/reject — they must analyze patterns.
Root Cause Analysis (RCA) methodology
Failure pattern identification
Data analysis (Excel, BI tools preferred)
- Soft Skills
- Open mindedness
- Easy in connecting with other people
- Direct communication in case of any unclarities
- Attention to Details
- Prioritization Skills
- Patience