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.

Responsibilities

Provide L1 level based Voice/Non-Voice Help desk support for technical assistance and support related to automotive systems, software, and hardware; Provide multi-channel technical support via telephone, email, and chat; Articulate diagnostic findings and recommended courses of action; Address customer questions and concerns; Employ advanced diagnostic tools and proprietary software to remotely identify and analyze automotive system issues; Analyze and interpret diagnostic data to determine root causes; Methodically guide technicians through complex troubleshooting procedures and repair processes; Identify and resolve sophisticated software, hardware, and network connectivity problems; Meticulously document customer interactions, diagnostic steps, and resolutions in helpdesk system (C4C); Manage and track diagnostic support cases; Collaborate with workshop technicians, engineering teams, and internal departments; Manage customer complaints; Deliver high-quality support

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 is highly desirable