Job Description

Real-Time Fault Monitoring

Monitor critical vehicle fault codes (via CAN bus/telematics platform) across the fleet in real-time. Categorize faults into L1 (minor), L2 (critical), and L3 (immobilized) and take immediate action based on severity. Raise and track incident tickets for all alerts.

Driver Support (L1 Resolution)

Guide drivers remotely over calls to troubleshoot basic issues (battery reset, fuse check, sensor alerts, etc.). Log all call interactions and escalate issues that cannot be resolved remotely.

Dealer Coordination (L2 & L3 Resolution)

Identify and inform the nearest authorized dealer for faults that require physical inspection or vehicle immobilization. Share fault codes, location, and driver details with the dealer. Coordinate with service teams to ensure vehicle recovery or towing support when needed.

Ticket Management

Ensure timely creation, updating, and closure of support tickets in the system. Track tickets till resolution with clear documentation of steps taken and resolution time. Follow up on open/aging tickets and escalate as per SLA matrix.

Reporting & Analytics

Prepare and submit Daily, Weekly, and Monthly reports on: Fault trends, ticket volumes, dealer responses, vehicle downtime, etc. KPI metrics like first-call resolution rate, SLA compliance, ticket aging, etc. Support management in ad hoc reporting and dashboards.

Job Card Review & Cost Analysis

Review dealer job cards post-service to validate actual repairs done. Identify potential cost avoidance through early intervention. Highlight repeat issues or unnecessary replacements to internal stakeholders.
Job Type: Full-time

Pay: ₹20,000.00 - ₹30,000.00 per month

Benefits:

Food provided Health insurance Provident Fund
Education:

Diploma (Preferred)
Language:

Hindi (Preferred)
Work Location: In person