Process Associate

Job Description

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:

Bachelor's 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