Process Associate

Roles & Responsibilities :
The candidate will be responsible for L1 level based Voice/Non-Voice Help desk support for providing technical assistance and support related to automotive systems software and hardware within the BOSCH group. The individual must possess the basic skills / abilities and demonstrate that she/he can perform the essential functions.
Key Duties:

         Technical Assistance & Communication:

o    Provide multi-channel technical support via telephone email and chat to resolve customer and technician inquiries.

o    Articulate diagnostic findings and recommended courses of action with clarity and precision.

o    Address all customer questions and concerns with professionalism and timeliness ensuring a high standard of service.

         Advanced Diagnostics & Problem-Solving:

o    Employ advanced diagnostic tools and proprietary software to remotely identify and analyze complex automotive system issues.

o    Analyze and interpret diagnostic data to accurately determine root causes of vehicle malfunctions.

o    Methodically guide technicians through complex troubleshooting procedures and repair processes.

o    Identify and resolve sophisticated software hardware and network connectivity problems impacting diagnostic equipment.

          Case Management & Documentation:

o    Meticulously document all customer interactions diagnostic steps and resolutions within the designated helpdesk system (C4C).

o    Manage and track diagnostic support cases from initial contact through to final resolution.

         Collaboration & Quality Assurance:

o    Collaborate effectively with workshop technicians engineering teams and other internal departments to escalate and resolve complex multi-faceted issues.

o    Manage customer complaints efficiently ensuring thorough follow-through to achieve complete resolution and maintain high levels of customer satisfaction.

o    Consistently deliver high-quality support to uphold and enhance customer satisfaction and brand loyalty.

Qualifications :

Educational qualification:

Bachelors degree or diploma in Automotive Technology Computer Science or a related field or an individual with a strong passion for automobiles and vehicle diagnostics.

Experience :

Minimum of 2 years of experience in automotive diagnostics with a focus on remote diagnostics and telematics

Mandatory/requires Skills :
  Proficiency in using remote diagnostic tools and telematics systems   Strong understanding of automotive systems and technology   Ability to interpret technical data and diagnostic code

Preferred Skills :

ASE (Automotive Service Excellence) certification or equivalent is highly desirable

Remote Work :

No

Employment Type :

Full-time