Automotive Technical Helpdesk Agent

Company Description

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

As an Automotive Technical Support Agent, you will be the key contact between dealers and the manufacturer in case of product-related errors and in contributing to find the solution.

Our client is one of the major European origin car manufacturers. You will support authorized repairers (both in written and verbal form) in diagnosing and repairing vehicles using the manufacturer’s systems and database.

We are looking for automotive technical experts with good customer service and communication skills.

In your role as technical support agent for BMW, you will provide expert assistance in the diagnosis of complex technical issues and support the dealer network with quick resolution for technical product issues, including electric vehicles. You will work closely with the technicians of the respective workshops and dealerships and support with repair instructions via specified communication channels including the ticketing system, remote diagnosis and programming. With your practical workshop experience, you will not only support the development of solutions for the entire product range, but also act as an interface between the manufacturer and the dealers.

• Provide expert guidance to authorized repairers on diagnostics and repairs (written & verbal) using OEM systems and databases
• Resolve technical inquiries, including electric vehicle-related topics, via the Tsara ticketing system
• Offer remote diagnostics and programming assistance
• Act as a bridge between manufacturer engineering and dealer operations
• Contribute to solution development across the full vehicle portfolio
• Collaborate with a diverse, experienced team

In joining MSX, you can enjoy:

• MSX will secure for you an extensive onboarding program that will allow you to achieve the required qualifications to perform on the job in line with the high standards of the OEM.
• Regular training and access to global career opportunities/career progression.
• A professional but relaxed working environment, as part of a welcoming and diverse team.

Working pattern and location

• 40 hours per week
• Indefinite contract
• Monday – Friday
• Working in rotational shifts: (7:30-16:00, 8:30-17:00, 9:30-18:00)
• Hybrid work (2 office days weekly)

Qualifications

• Proven automotive experience, ideally in a dealership, workshop or at a manufacturer
• (Aftersales retail experience is an advantage)
• Certified Master Technician (or comparable hands-on experience)
• Electric vehicle / high voltage certificate is highly desirable
• BMW brand experience is a plus
• Experience with a high-performing, collaborative, constructive peer group is a plus
• Excellent verbal and written communication skills with high attention to detail
• Ability to work on your own initiative with attention to detail with flexible and proactive personality
• Personal qualities of integrity, credibility with high-level organizational and time management skills
• Strong business acumen and customer focus