Diagnostics Engineer (Technical Support)

Job Title: Diagnostics Engineer (Technical Support)Location: Yate, South Gloucestershire (On-site, 5 days per week)Salary: Competitive\n
\nThe OpportunityOur client is building its Technical Support function from the ground up and this role sits at itstechnical core. Field service is going to be handled by an outsourced partner the value thisrole adds is in accurately diagnosing what's actually wrong before anyone is dispatched.That means working directly with CAN bus data, capturing traces, decoding messages usingVector tools and translating raw signal data into a clear technical brief that our engineers canact on immediately.You'll work closely with the Head of Aftersales to define how this function operates, but theday to day is diagnostic, not administrative you're the person who can look at a CAN traceand tell an engineer exactly what's happening on the bus, not just log a ticket and pass it on.\n
\nKey Responsibilities Capture and interpret CAN bus traffic from the Charge Qube and associatedhardware using Vector tools (CANoe, CANalyzer, or equivalent), identifying fault signatures and root causes at the message/signal level Decode CAN messages against DBC files/signal definitions and translate findingsinto structured, actionable reports for engineering teams Act as first point of escalation for inbound technical support queries, distinguishinggenuine hardware/software faults from user error or configuration issues Determine whether an issue can be resolved remotely (via guidance or configuration)or requires field service deployment, based on diagnostic evidence rather thanguesswork Liaise with the outsourced field service partner to coordinate site visits armed with aclear technical brief, reducing repeat visits and diagnosis time Build and maintain customer relationships, keeping communication proactive andsolution-focused Work with the Head of Aftersales to design help desk processes, workflows, andescalation procedures Build a knowledge base of common CAN fault signatures and resolution paths tosupport consistent diagnosis across the team as it grows Track and report on support metrics and recurring fault patterns, feeding diagnosticinsight back into product and engineering teams Play a key role in shaping the team structure as the function grows, potentially takingon line management responsibilities in due course\n
\nSkills & Experience Hands-on experience with Vector tools (CANoe, CANalyzer, or similar) is essentialthis is the core technical requirement, not a nice to have Strong working knowledge of CAN protocol, message decoding, and DBC files,ideally gained in automotive, EV charging, power electronics, or similar electro-mechanical systems A minimum of 35 years' experience in a hardware focused technical support,diagnostics, or test/validation role A working appreciation of software systems and connectivity sufficient to understandintegrated hardware/software products Excellent interpersonal and communication skills comfortable translating technicalfindings for both engineers and customers across all levels, from site technicians to senior stakeholders A proactive, ownership-driven mindset with the confidence to make diagnostic calls inambiguous situations Experience contributing to or building new processes and functions, rather thansimply operating within established ones Strong organisational skills and the ability to manage multiple cases simultaneouslywithout dropping the ball on customer experience\n
\nDesirable (Not Essential) Background in EV charging, energy storage, or clean energy technology Experience with DBC file authoring or CAN network design Familiarity with CRM or ticketing platforms (e.g. Zendesk, Salesforce, HubSpotService Hub) Experience working with or managing outsourced field service or logistics partners Previous experience in a team lead, senior technician, or mentoring capacity\n
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