Automotive Technical Help Desk

Automotive Technical Help Desk

MSX International Group is the leading global provider of outsourced business solutions for the automotive industry making business in more than 80 countries. MSXI's deep industry expertise combined with advanced data analytics and custom software solutions improve the performance of automotive dealership networks by increasing revenue, reducing cost, and enhancing customer satisfaction.

Job Description

- Provide diagnostic support to Authorized Repairers and Independent Operators regarding vehicle repair, both via GTAC (ticketing system) and by phone;

- Manage support requests from the Customer, Authorized Repairers, and Independent Operators applying the detailed procedures in the project operational manuals and in all subsequent updates and integrations in order to:

• Analyze and understand technical issues and provide related recommendations;
• Provide explanations and in-depth information on diagnostic procedures and technical literature published by the Customer;

- Electronically record the details of managed requests following the instructions and guidelines described in the project operational manuals and in all subsequent updates / integrations;

- Escalate to the Team Leader for technical cases / situations considered critical or not covered by the project operational procedures or that prevent the proper execution of assigned tasks;

- Accept other assignments related to the THD Helpdesk activity (such as, but not limited to: outbound calls to Repairers, data analysis, case histories, reporting, drafting and reviewing manuals, coaching of younger resources, etc.) as determined by the Project Leader/Project Manager;

- Propose to the Team Leader any corrective actions and/or actions to improve the project operational procedures.

Qualifications

- Degree in Engineering;

- Good knowledge of the English language (at least B1 written and spoken level);

- Good knowledge of Automotive technology;

- Excellent interpersonal and communication skills (verbal and written communication);

- Precision and attention to detail;

- Analytical and problem-solving skills;

- Ability to work in a team;

- Ability to work without constant supervision.

Additional Information

MSX is an equal opportunity employer and positively encourages applications from qualified candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, pregnancy or maternity. As users of the Disability Trust program, we guarantee an interview to all disabled candidates who meet the minimum criteria for the vacancy.