Technical Hotline Support
Core
Primary technical support point of contact for automotive dealers, diagnosing and resolving product issues via phone and ticket systems 24/7.
Role type
Technical Hotline Support Engineer
Builds
Resolved dealer technical issues and documented SOPs
Domain
Automotive diagnostics and dealer support
Deliverable
client delivery
Required skills
Electrical & electronics diagnosis, Vehicle diagnostics (DTC/CAN), Hardware/Configuration/License support, MS Office (Word, Excel, PowerPoint), Power BI, Data analysis, SOP development, Issue tracking, Cost analysis, Warranty decision support
Preferred skills
Power BI, Data analysis for improvement recommendations
Responsibilities
Serve as primary contact for dealer technical inquiries 24/7, Diagnose and resolve product issues via ticket or phone, Escalate complex issues to appropriate teams, Document new issues as SOPs, Handle first-level diagnostics tool queries, Prepare management reports (Daily/Weekly/Monthly), Track issue closure, Analyze job cards for cost and warranty decisions
Seniority
Mid-level (4-6 years experience)