Teamlead/ Technical Helpdesk Level 1

Teamlead/ Technical Helpdesk Level 1

MSX is a trusted partner to leading vehicle manufacturers, their distribution networks, and global mobility organizations. Our relentless commitment is to support our customers in transforming their business and efficiently managing operations in sales performance, repair optimization, compliance, parts and accessories distribution, and customer engagement. With our global teams, industry expertise, and modern technologies, we develop and deliver tailored, sustainable, and innovative solutions and services that help our customers optimize their processes and delight their customers.

Job Title: Teamlead/ Technical Helpdesk Level 1 (m/w/d) Location: Rüsselsheim, Germany Hours: 40 Hours Permanent

At MSX, we aim to empower manufacturers and service providers in a constantly changing world by leveraging our expertise and creativity to deliver exceptional services supported by technology and innovative solutions.

Teamlead/Technical Helpdesk Level 1 is responsible for the successful implementation and performance of Level-1 agent operations in the respective country.

In the scope of a project with limited scope (annual revenue/budget typically < 1 million USD, team size < 5), the Country Project Manager exclusively leads the Level-1 agent team. They ensure that processes, KPIs, and service quality fully align with MSX standards and customer expectations. The role's focus is on:

• Controlling the end-to-end delivery of the Level-1 agent service in the country
• Coordinating and coaching the Level-1 agents to ensure high-quality support for the network
• Ensuring strong collaboration with the customer’s national team, technical delegate organization, and central MSX stakeholders
• Promoting continuous improvements, innovations, and additional revenue opportunities within the Level-1 agent service framework

This role is the primary point of contact in the country for project-related performance of Level-1 agent activities.

Team Leadership – Level-1 Agent Team

• Leading, managing, and coaching the Level-1 agent team in the country
• Setting performance expectations; monitoring and providing regular feedback
• Conducting annual and interim performance reviews; developing individual development and improvement plans
• Ensuring effective onboarding, training, and development of Level-1 agents
• Ensuring consistent use of agreed tools, processes, documentation, and knowledge bases
• Fostering a culture of collaboration, problem-solving, and continuous improvement
• Supporting escalated or complex cases; resolving operational obstacles

Customer and Stakeholder Management

• Primary contact for the customer’s national team
• Building strong, trust-based relationships with customer contacts, distributors/network partners, technical delegate structure, and internal MSX stakeholders
• Ensuring compliance with customer’s business, brand, and safety standards
• Capturing and translating requirements and expectations of relevant stakeholders into actionable plans
• Preparing and presenting business cases, performance reviews, and recommendations for the development of the Level-1 agent service
• Leading Level-1 agent initiatives from planning to implementation
• Contributing to medium and long-term strategic program planning

Operational Excellence and Continuous Improvement

• Identifying process gaps and inefficiencies; implementing improvements to enhance efficiency and service quality
• Promoting the use of centrally defined standard processes and quality standards
• Encouraging innovations in tools, reporting, communication, and working methods
• Benchmarking Level-1 agent performance across countries and implementing best practices

What We Offer

• Training Opportunities: Support for professional and personal development
• Work Environment: A dynamic and supportive work environment
• Work-Life Balance: Flexible working hours and home office options, 31 vacation days (including Christmas, New Year’s Eve, and Rose Monday)
• Additional Benefits: Company pension scheme, health programs, and a contribution to the Urban Sports Club
• Bonuses: From the first day