Automotive Technical Helpdesk Specialist

Automotive Technical Helpdesk Specialist

Company Description

MSX has been a trusted partner to leading vehicle manufacturers, their retailers, and mobility organizations globally for more than 30 years. Our unwavering commitment is to help our clients transform their businesses and effectively manage operations in the areas of: Sales Performance; Repair Optimization and Compliance; Parts and Accessories Sales Performance; and Consumer Engagement. With our global teams, industry expertise, and the power of technology, we design and deliver tailored, sustainable, and innovative solutions and services that help our clients optimize their operations and captivate their customers.

Job Description

Are you passionate about automotive technology and Electrical Vehicles? Do you enjoy solving complex technical problems and helping others succeed? Are you ready to make a real impact in the automotive world?

We're looking for a Technical Helpdesk Specialist to join our team of experts supporting retailers and independent workshops with diagnostic and repair guidance. This is your chance to be at the heart of automotive innovation, helping technicians deliver outstanding service to customers.

You will be responsible for the following:

• Provide technical support across various systems, focusing on diagnostics and root cause analysis
• Guide dealers through repair processes and ensure accurate case documentation
• Own cases from initiation to resolution or escalation, maintaining clear and professional communication
• Research technical documentation, manuals, and resolution databases to support problem-solving
• Collaborate with dealer technicians and internal agents to resolve complex technical issues
• Monitor and manage backlog by following up on open cases
• Escalate cases when necessary, ensuring all relevant information is included and properly documented
• Communicate product issues and contribute to continuous improvement initiatives
• Ensure thorough analysis and complete information before escalating or reassigning cases
• Support retailer staff by identifying educational needs and filling competence gaps
• Build strong relationships with retailers and workshop teams to improve service effectiveness
• Contribute to customer satisfaction by delivering high-quality diagnostic and repair support

Qualifications

You will do best in this role, if you have:

• Degree in automotive technology or equivalent experience
• Strong knowledge of vehicle mechanics and EV
• Experience in technical support or workshop-level diagnostics
• Experience in using diagnostic tools
• Ability to read technical drawings and interpret measurement data
• Analytical, organized, and customer-focused
• Fluency in English

Additional Information

Working pattern and location

• 40 hours per week
• Permanent
• Monday-Friday
• Location: Colchester

What we offer:

• Competitive salary
• 25 days annual leave per year
• Cash back health care scheme
• Life Assurance

With over 5,000 employees based in more than 80 countries across the globe, our teams provide industry leading expertise that spans:

• Consumer Engagement
• Parts, Accessories & Service Performance
• Actionable Insights
• Repair Optimization & Compliance
• Learning Solutions
• Distribution & Sales Performance

Our proven track record means that we now partner with almost every car manufacturer on the market.

The MSX Purpose

To empower Movers and Makers to thrive in our ever-changing world

The MSX Mission

To harness our expertise in mobility, the creativity of our global teams, and the power of technology, to craft tailored, sustainable and innovative solutions.

The MSX Vision

To be the clients' first choice, recognized for our operational excellence and commitment to driving change and innovation in the mobility industry.

MSX is an equal opportunities employer and encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, neurodiversity or other personal characteristics and backgrounds, age, sexual orientation, gender reassignment, religion or belief, or marital and parental status. As users of the Disability Confident scheme, we interview all disabled applicants who meet the minimum criteria for the vacancy.