JOB DESCRIPTION

Technical Help Desk Executive – ICE (Electrical & Mechanical)

1. Position Overview

Job Title

Technical Help Desk Executive – ICE (Electrical & Mechanical)

Department

Technical Help Desk

Target Qualification

Diploma /B.Tech Pass-outs (Mechanical, Automobile,MVM, Electrician, Auto Electrician, Diesel Mech, 2W/3W Mech)

Reporting To

Manager / Manager Diagnostic center

Work Location

Centralized Technical Call Center / Diagnostic center

2. Role Purpose & Work Context

The Technical Help Desk Executive – ICE (Electrical & Mechanical) plays a vital role in delivering real-time, remote technical support to dealership Technicians and Technical coordinators across the nation. Operating in an advanced AI-enabled help desk setting, the executive receives inbound calls that are auto-classified by an AI Voice Bot into Electrical or Mechanical streams. The AI pre-logs structured tickets containing Diagnostic Trouble Codes (DTCs), vehicle details, and symptom summaries, pushing them via Screen Pop directly to the executive's monitor. The executive is responsible for guiding workshop technicians through systematic troubleshooting, coordinating with field teams, and achieving rapid ticket closure within target lead time SLAs.

3. Key Responsibilities3.1 Inbound Call Handling & AI Screen Pop Integration

· Attend pre-routed incoming technical calls from dealership technicians across regional zones.

· Review pre-populated CRM ticket summaries (auto-generated by Speech-to-Text AI) on screen before engaging with the technician.

· Validate caller identity, dealership location, vehicle model, and confirmed diagnostic symptoms.

3.2 Technical Diagnostics Support – ICE Electrical

· Ignition & Charging Systems: Guide mechanics through step-by-step testing of ignition coils,



spark plug circuits, magneto/stator coil output, and rectifier/regulator (RR) units.

· Wiring Harness & Continuity: Assist in diagnosing short circuits, open circuits, earth grounding issues, and harness voltage drops using digital multimeters.

· ECU & Sensor Diagnostics: Analyze Diagnostic Trouble Codes (DTCs), interpret ECU flashing/re-mapping failures, and troubleshoot sensor signals (O2, Throttle Position Sensor, Engine Temp Sensor).

· Battery & Digital Display: Address parasitic battery drain issues, charging circuit faults, and digital instrument cluster communication errors.

3.3 Technical Diagnostics Support – ICE Mechanical

· Engine Core & Head Assembly: Provide remote troubleshooting for engine knocking/noises, valve clearance/tappet settings, compression loss, and piston/cylinder wear.

· Transmission & Clutch: Guide technicians on clutch slipping, hard gear shifting, gearbox noise, and clutch assembly tolerances.

· Fuel Injection (FI) & Intake: Troubleshoot electronic fuel pump pressure, fuel injector clogging, throttle body cleaning/calibration, and air-fuel ratio faults.

· Brakes & Suspension: Assist in hydraulic brake air-bleeding, ABS mechanical binding, front fork oil leakage, and rear shock absorber performance.

3.4 Field Team Coordination & Escalation Management





· Maintain continuous telephone/ticket coordination with Manager Technical support for chronic or critical field issues.

· Escalate to Product monitoring when remote phone diagnosis reaches a boundary limit.

· Escalate unresolved, high-complexity, or repeated technical failures to Level-3

· Log detailed Root Cause Analysis (RCA) and component replacement codes into the CRM to enrich the Knowledge Base.

4. Candidate Profile & Eligibility Criteria

Criteria Parameter

Eligibility Requirements

Educational Qualification

ITI (Industrial Training Institute) National Trade Certificate (NTC) / SCVT in relevant trades.

Approved ITI Trades

- Mechanic Motor Vehicle (MMV)
- Electrician / Wireman
- Mechanic Auto Electrical & Electronics
- Diesel Mechanic
- Mechanic Two & Three Wheeler

Experience Profile

Work Experience / Apprenticeship at authorized 2W OEM Dealerships, Multi-brand Workshops, or Auto Service Centers is highly desirable.

Age Criteria

20 to 30 years at the time of joining.

Language Skills

- Proficient Spoken Hindi (Mandatory)
- Basic Working English (Ability to read circuit diagrams and manuals)
- Regional Languages (Tamil, Telugu, Kannada, Malayalam, Marathi, Bengali) are strong advantages.

5. Technical & Behavioral Competencies5.1 Technical Skills

· Hands-on familiarity with 2W engine overhauling, fuel injection systems, and drivetrain assemblies.

· Ability to read and interpret 2W electrical circuit wiring diagrams and schematic layouts.

· Skill in using workshop diagnostic tools (Multimeter, OBD-II scanner, compression gauge, fuel pressure gauge).

· Basic computer literacy (operating CRM software, viewing digital manuals, typing call notes).

Benefits:

- Paid sick time
- Provident Fund

Work Location: In person

📌 Automobile Technical Help Desk Executive (Gurugram)
🏢 Worxpertise (Edge Business Solutions
📍 Gurugram