• Monitor DTC/CAN parameters at the Command Centre and raise tickets immediately when an issue is detected. • Respond to triggered DTC/CAN alerts by creating internal tickets in the DMS system (with automation in phase 2). • Provide Level 1 (L1) support over the phone, guiding customers/drivers to resolve minor issues. • For vehicles with critical DTCs (e.g., "Service Now" category), guide them to the nearest dealer. • If a vehicle is immovable, or if further damage could occur, instruct the dealer to reach the vehicle’s location. • Coordinate with dealers to ensure the issue/ticket is resolved completely and in a timely manner. • Provide daily, weekly, monthly, and ad-hoc reports on vehicle issues and resolution status. • Track and report KPI targets in the required format. • Conduct job card analysis, focusing on cost avoidance, analytics, and reporting for continuous improvement.

• Provide advanced technical support for complex vehicle issues • Act as a key escalation point for Level 1 teams and dealers • Provide second-level technical support for complex vehicle issues • Support Level 1 agents and assist dealers remotely in resolving advanced cases • Diagnose and resolve complex technical issues across vehicle systems • Collaborate with Technical Delegates, Engineering, Quality and Suppliers • Contribute to improving repair efficiency, service quality and customer satisfaction • Monitor open technical issues and trigger technical discussions when needed • Apply internal processes (e.g. ITEM) to provide solutions and reduce ticket volume • Manage a minimum of ~3 tickets/day as Level 2 (plus additional Level 1 support during peak phases)

• Manage and track support cases using internal systems (PAMIR) • Ensure full traceability of each case • Respect service level agreements (SLAs) and response times • Handle an average of ~10 tickets per day • Ensure timely resolution according to standard lead times

• Provide daily technical support to customers in the use of LGC Software applications with a primary focus on IAMQC and MSDRx applications for Quality Measurement Tools. • Support methods include telephone, e-mail, and online customer meetings. • Document customer issues, actions, and resolutions within Salesforce Case files. • Document and advance cases to Level 2 as needed. • Collaborate with cross-functional teams to manage inquiries and improve processes for efficient and timely responses. • Align with the Company’s quality system and regulatory requirements pertaining to customer support and complaint handling; maintain the completeness and accuracy of case information. • Share customer feedback with Product Management, Commercial, and Quality teams. • Review marketing material for technical accuracy, including user manuals, product brochures, customer communications, and other technical documents. • Serve as a resource to product development, marketing, and sales teams as needed. • Manage and track customer inquiries to ensure timely resolution. • Provide regular reports on case status and trends to management. • Perform other duties as assigned to meet business needs.