Fleets Flying Doctor

The Fleet Flying Doctor (Fleet Technical Delegate) provides on‑site and remote advanced technical support for fleet customers, with a focus on accelerating vehicle repair and maximizing fleet uptime.
As part of the Technical Assistance process, the role intervenes on complex incidents that cannot be resolved by Level 1 or Level 2 technical support, performing in‑depth diagnostic activities, failure investigation, root cause analysis and repair on electric and internal combustion vehicles.
Working in close collaboration with Technical Assistance teams, Engineering, Quality and the Fleet organization, the Fleet Flying Doctor ensures that vehicles are repaired in the shortest possible time and at the lowest possible cost, directly contributing to customer satisfaction and aftersales service quality for key fleet accounts.

Key activities and responsibilities

• Act as the escalation point for complex technical incidents on fleet vehicles, following handover from Level 1 and Level 2 Technical Assistance.
• Perform on‑site interventions at dealerships, fleet customer sites and automotive manufacturer locations to diagnose and resolve complex technical issues.
• Carry out advanced diagnostic activities, including failure investigation, root cause analysis, and implementation of robust repair solutions (including software updates, field actions and high‑voltage battery repairs where applicable).
• Use automotive manufacturer tools and systems (e.g. PAMIR and related ticketing systems) to ensure full traceability of each case, respecting defined technical assistance lead times and service levels.
• Prepare clear and structured mission reports after each intervention, providing input for Customer Incident Reports (CIR / CIR‑A) and contributing to continuous product and process improvement.
• Coordinate with Technical Assistance Levels 1 and 2, Country Technical Coordinators, Vehicle/Commodity Coordinators and Engineering/Quality teams to share technical findings and agree corrective actions.
• Support the definition and deployment of technical solutions impacting multiple vehicles, ensuring alignment with central technical guidelines and aftersales policies.
• Provide technical feedback on recurrent or systemic issues affecting fleet vehicles and support the preparation of technical bulletins or internal documentation when required.
• Promote the correct use of diagnostic tools, wiring diagrams and technical documentation within the network, acting as a technical reference for fleet topics.
• Work closely with the SSDS Fleet Manager and local aftersales teams to prioritize missions according to customer impact, fleet contractual commitments and safety requirements.
• Contribute to the reduction of vehicle downtime, workshop re‑visits and warranty costs by delivering high‑quality, first‑time‑fix interventions.

Qualifications

Experience

• Proven experience in automotive aftersales, workshop operations or technical assistance (typically 5+ years in a diagnostic technician, master technician, technical expert or field engineer role).
• Strong hands‑on experience in vehicle diagnosis and repair on modern automotive systems (including electronic, electrical and mechatronic systems).
• Previous experience supporting dealer networks, importers or fleet customers is highly preferred.
• Experience with OEM diagnostic tools, wiring diagrams and technical documentation systems.
• Experience working in an international or multi‑brand environment is an advantage.
• Exposure to electric and hybrid vehicles, telematics or over‑the‑air (OTA) updates is a plus.

Knowledge

• Solid theoretical and practical knowledge of automotive technology (powertrain, chassis, body, electrical/electronic systems, diagnostics).
• Good understanding of diagnostic methodologies, fault‑finding techniques and root cause analysis in a workshop or field environment.
• Knowledge of OEM diagnostic tools (e.g. wiTECH, DiagBOX or equivalent) and familiarity with technical documentation and wiring diagrams.
• Awareness of aftersales processes and technical assistance flows (or strong willingness and ability to learn them quickly).
• Basic understanding of quality and incident management processes (e.g. DID, CIR, TSB) is an asset.
• Good command of English (written and spoken) and of the local country language; additional European languages are an advantage.
• Understanding of customer service principles and cost‑to‑serve in an aftersales context.

Technical Skills

• Advanced vehicle diagnostic skills on complex technical issues, including the ability to interpret fault codes, live data and wiring diagrams.
• Proficient use of OEM diagnostic tools and interfaces (e.g. wiTECH POD, DiagBOX VCI) and related software.
• Ability to perform software updates, configuration and programming activities according to OEM procedures (including support to OTA‑related issues where applicable).
• Strong ability to analyze technical data, identify patterns and propose robust repair solutions.
• Competent in preparing clear technical reports and documentation in English and local language.
• Good command of standard IT tools (e‑mail, MS Office, ticketing tools, technical platforms).
• Valid driving licence and full capability to perform on‑site interventions at dealer and fleet customer locations.

Core Skills

• Advanced Diagnostic Capability – Able to quickly understand complex technical issues, perform structured fault‑finding and define robust repair strategies on modern vehicles.
• Customer & Fleet Orientation – Strong focus on fleet customer uptime, service quality and cost efficiency; able to balance technical decisions with business impact.
• Problem Solving & Root Cause Analysis – Analytical mindset, able to investigate recurring or systemic issues, identify root causes and propose sustainable technical solutions.
• Communication & Reporting – Clear and concise written and verbal communication; able to translate complex technical findings into understandable reports for different stakeholders (dealers, central teams, fleet customers).
• Collaboration & Networking – Effective collaboration with Technical Assistance Levels 1 and 2, Country Technical Coordinators, Engineering and Quality teams, as well as dealer and fleet personnel.
• Planning & Prioritization – Strong organizational skills to manage multiple cases and missions, prioritize interventions based on impact and urgency, and respect agreed lead times.
• Adaptability & Learning Agility – Ability to work in a dynamic, multi‑country environment, adapt to new technologies (e.g. EV, connectivity, OTA) and quickly learn new tools, processes and products.
• Autonomy & Ownership – Self‑starter attitude, able to work with limited supervision in the field, take ownership of cases and drive them to resolution.

Additional Information

Working pattern and location:

• Field based

What's in it for you?

When you join our team, you become part of the MSX International family. It’s more than a job – it’s the opportunity to build a career, make a difference, and be part of an exciting industry.

At MSX, our employees are the force behind our success. We are dedicated to empowering and encouraging our people and offer flexible working methods to suit all. We are a Disability Confident Committed organization who takes pride in our diverse workforce.

Not convinced yet?

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
• Diagnostics & Repair Enhancement
• Warranty and Repair Efficiency
• Technical Information
• Learning Solutions
• Sales Performance

Building trust since 1931, our proven record of accomplishment means that we now collaborate with almost every car manufacturer on the market. To learn more about MSXI, please visit https://careers.msxi.com.

Our talented employees are helping us to exceed our ambitious growth plans year on year, so if you think you have what it takes to make MSXI the partner of choice, apply now.

 If you are interested in this job opportunity, please apply on https://careers.msxi.com/, where you can learn more about us.

Have a look at the information on data processing and make sure you give consent to data processing for the purpose of the recruitment’s process, according to the General Data Protection Regulation 679/2016 (GDPR)

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. 

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. 

About the Company

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.