Process_Associate_TechnicalHelpdesk_DTA

Bosch Global Software Technologies Private Limited is a 100% owned subsidiary of Robert Bosch GmbH, one of the world's leading global supplier of technology and services, offering end-to-end Engineering, IT and Business Solutions. With over 22,700 associates, it’s the largest software development center of Bosch, outside Germany, indicating that it is the Technology Powerhouse of Bosch in India with a global footprint and presence in the US, Europe and the Asia Pacific region.

Job DescriptionThe candidate will be responsible for L1 level based Voice/Non-Voice Help desk support for technical diagnostic expertise with customer support responsibilities. This position involves providing remote assistance to customers and workshop technicians by diagnosing and troubleshooting automotive issues using advanced diagnostic tools and techniques. The primary goal is to ensure timely and accurate problem resolution, enhancing customer satisfaction and workshop efficiency.The individual must possess the basic skills / abilities and demonstrate that she/he can perform the essential functions.Role/ResponsibilityRemote Diagnostic Support:

Provide technical support to customers and workshop technicians via phone, email, or chat.

Use advanced diagnostic tools and software to remotely diagnose automotive issues.

Guide customers and technicians through troubleshooting procedures and repairs.

Document and track diagnostic support cases in the helpdesk system.Technical Troubleshooting and Assistance:

Analyze and interpret diagnostic data to identify issues and root causes.

Collaborate with workshop technicians to resolve complex problems.

Provide step-by-step instructions for repairs and maintenance.

Stay updated with the latest diagnostic techniques and tools.Customer Service:

Communicate effectively with customers to understand their vehicle concerns.

Provide clear explanations of diagnostic findings and recommended actions.

Address customer questions and concerns professionally and promptly.

Ensure customer satisfaction by delivering high-quality support.

Report Creation using MS office tools Continuous Improvement:

Stay updated with the latest developments in remote diagnostic technology, automotive engineering, and industry best practices. Participate in training programs and workshops to enhance skills and knowledgeQualifications

Education: Bachelor’s degree in Automotive Engineering, Mechanical Engineering, Electrical Engineering, or a related field.

Experience: Minimum of 3-5 years of experience in automotive diagnostics, with a focus on remote diagnostics and telematics.

Certifications: ASE (Automotive Service Excellence) certification or equivalent is highly desirable.Skills:

Proficiency in using remote diagnostic tools and telematics systems.

Strong understanding of automotive systems, including mechanical, electrical, and software components.

Excellent analytical and problem-solving skills.

Ability to interpret technical data and diagnostic codes

Proficient in using helpdesk software and remote support tools.

Good working knowledge in MS Office tools

Strong verbal and written communication skills.

Spoken competency in English, Hindi

Ability to work independently and as part of a team.

Strong organizational skills and attention to detail.

Full-time position with regular office hours; may require occasional weekend or evening shifts

Primarily office-based with potential remote work options

Bachelor’s degree in Automotive Engineering, Mechanical Engineering, Electrical Engineering, or a related field.

2-4 Years of Experience