At a Glance
- Tasks: Diagnose technical issues using CAN bus data and provide actionable insights to engineering teams.
- Company: Join a forward-thinking company building its Technical Support function from the ground up.
- Benefits: Competitive salary, hands-on experience, and opportunities for career growth.
- Other info: Dynamic role with potential for leadership as the team expands.
- Why this job: Be at the heart of technical support, making a real impact on product performance.
- Qualifications: Experience with CAN bus systems and strong problem-solving skills.
The predicted salary is between 40000 - 45000 £ per year.
Location: Yate, South Gloucestershire (On-site, 5 days per week)
Salary: Competitive
The Opportunity
Our client is building its Technical Support function from the ground up and this role sits at its technical core. Field service is going to be handled by an outsourced partner; the value this role 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 using Vector tools and translating raw signal data into a clear technical brief that our engineers can act on immediately.
Key Responsibilities
- Capture and interpret CAN bus traffic from the Charge Qube and associated hardware 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 findings into structured, actionable reports for engineering teams.
- Act as first point of escalation for inbound technical support queries, distinguishing genuine 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 than guesswork.
- Liaise with the outsourced field service partner to coordinate site visits armed with a clear technical brief, reducing repeat visits and diagnosis time.
- Build and maintain customer relationships, keeping communication proactive and solution-focused.
- Work with the Head of Aftersales to design help desk processes, workflows, and escalation procedures.
- Build a knowledge base of common CAN fault signatures and resolution paths to support consistent diagnosis across the team as it grows.
- Track and report on support metrics and recurring fault patterns, feeding diagnostic insight back into product and engineering teams.
- Play a key role in shaping the team structure as the function grows, potentially taking on line management responsibilities in due course.
Diagnostics Engineer in Newport employer: Gerrell & Hard
Gerrell & Hard is an excellent employer for those looking to make a significant impact in the automotive and motorsport sectors. With a strong emphasis on employee growth, a collaborative work culture, and the flexibility of hybrid working arrangements, we provide our team with the tools and support needed to excel in their roles. Join us to be part of a dynamic environment that values innovation and robust commercial outcomes.
