Process Associate

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.

Responsibilities

Provide multi-channel technical support via telephone, email, and chat to resolve customer and technician inquiries; Articulate diagnostic findings and recommended courses of action with clarity and precision; Address all customer questions and concerns with professionalism and timeliness; Employ advanced diagnostic tools and proprietary software to remotely identify and analyze complex automotive system issues; Analyze and interpret diagnostic data to accurately determine root causes of vehicle malfunctions; Methodically guide technicians through complex troubleshooting procedures and repair processes; Identify and resolve sophisticated software, hardware, and network connectivity problems impacting diagnostic equipment; Meticulously document all customer interactions, diagnostic steps, and resolutions within the designated helpdesk system (C4C); Manage and track diagnostic support cases from initial contact through to final resolution; Collaborate effectively with workshop technicians, engineering teams, and other internal departments to escalate and resolve complex, multi-faceted issues; Manage customer complaints efficiently; Consistently deliver high-quality support to uphold and enhance customer satisfaction and brand loyalty

Requirements

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; Minimum of 2 years of experience in automotive diagnostics, with a focus on remote diagnostics and telematics; Proficiency in using remote diagnostic tools and telematics systems; Strong understanding of automotive systems and technology; Ability to interpret technical data and diagnostic code

Nice to have

ASE (Automotive Service Excellence) certification or equivalent