Level 1 Agent Technical Assistant

The Level 1 Technical Assistant provides first-line support to automotive repairers, acting as the primary contact for all repair-related requests within assigned markets. 
The role delivers remote technical assistance in the local language, ensures timely and accurate issue triage, and escalates to Level 2 support when required. 
The position safeguards adherence to established processes and quality standards, enabling efficient, cost-conscious, and customer-centric service delivery.

• Serve as the first point of contact for repair requests and technical inquiries from repairers.
• Provide remote technical assistance and guidance, leveraging diagnostic best practices and OEM procedures.
• Communicate directly with repairers in the local language to clarify concerns, collect symptoms and DTCs, and validate steps taken.
• Perform initial triage, document cases comprehensively, and determine resolution path or escalation criteria.
• Escalate unresolved or complex cases to Level 2 support with complete, structured case information.
• Adhere to established process standards, SLAs, and data quality requirements across all interactions and tools.
• Support and guide repairers through OTA update processes and basic software update troubleshooting.
• Record and maintain accurate case notes, resolutions, and knowledge artifacts to improve first-time fix rates.
• Collaborate with cross-functional teams to share recurring issues, trends, and improvement opportunities.
• Contribute to continuous improvement by following standardized workflows and proposing process enhancements.

Qualifications

• Proven experience in automotive aftersales or service operations (mandatory).
• Hands-on background in technical diagnostics within workshop or technical support environments.
• Prior experience supporting complex vehicle systems and repair procedures.
• Experience communicating with repairers/technicians and managing multi-case queues in a service desk or contact-center setting is a plus.
• Solid understanding of automotive aftersales processes, repair workflows, and OEM service documentation.
• Working knowledge of diagnostic methods, fault-finding, and interpretation of DTCs.
• Familiarity with highly complex vehicle components and systems (powertrain, EV/HEV systems, ADAS, infotainment, body electronics).
• Awareness of OTA update processes, software/firmware versioning, and related service implications.
• Understanding of standard service KPIs, SLAs, and cost-to-serve considerations.
• Proficiency in using diagnostic tools, service information systems, and case management/ticketing platforms.
• Ability to guide technicians through structured diagnostic steps and remote support procedures.
• Competence in documenting cases with clear symptom, cause, and remedy information.
• Basic troubleshooting of OTA updates, connectivity prerequisites, and post-update validation steps.
• Good command of productivity tools (e.g., Microsoft 365/Office, CRM/Service Desk applications).
• Comfortable working with technical data, wiring diagrams, and repair instructions.
• Results-oriented and well organized; able to prioritize and manage workload across multiple cases.
• Strong written and verbal communication skills; able to translate technical issues into clear, concise guidance.
• Customer service mindset with sensitivity to both repairer experience and cost efficiency.
• Fluency in the local language(s) of assigned countries; professional English is an advantage.
• Collaborative, proactive, and disciplined in following standard operating procedures.
• Analytical thinking with the ability to synthesize information and provide actionable recommendations.
• High attention to detail and commitment to data quality and compliance.

Additional Information

Working pattern and location:

• Full time (Monday – Friday)
• Based in Coventry

What we can offer you:

• Competitive Salary
• Company Laptop
• Other company benefits include:
  • 25 days annual leave
  • Company contributory pension plan
  • Cash back health care scheme
  • Life assurance
  • Car salary exchange scheme
• Potential to progress within the company, with global opportunities updated regularly.

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. 

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.