Technical Helpdesk Engineer Level 3

The Technical Delegate (Automotive) is responsible for executing on-site and remote missions to accelerate vehicle repair lead times, resolve complex technical incidents, and support service networks in delivering first-time-right fixes.
Embedded within the Technical Assistance process and team, this role acts as a technical escalation point for individual vehicles and cross-fleet issues, translating diagnostics into actionable solutions, documentation, and training for technicians and stakeholders.

Key activities and responsibilities

• Execute field and remote missions to support dealerships, authorized repairers, and technical centers across Europe, reducing vehicle downtime and backlog.
• Diagnose and resolve complex technical incidents on customer vehicles, including advanced electrical/electronic and multiplexing faults.
• Analyze issues affecting single vehicles and systemic problems impacting multiple vehicles; provide containment and corrective actions.
• Use OEM diagnostic tools (e.g., wiTECH POD, DiagBOX VCI) to perform guided diagnostics, software updates, reprogramming, and parameterization.
• Interpret wiring diagrams, service manuals, and technical bulletins to identify root causes and define repair methods.
• Produce clear technical reports, incident summaries, and action plans; synthesize findings for engineering, quality, and aftersales stakeholders.
• Contribute to the Technical Assistance process (case management, escalation, and closure), ensuring compliance with KPIs and service levels.
• Coordinate and coach multidisciplinary teams at the point of repair; deliver on-the-job training and knowledge transfer to technicians.
• Feed recurring issues and lessons learned into knowledge bases and continuous improvement loops.
• Ensure safe working practices and cost-aware decision-making throughout diagnostics and repair support.
• Manage tools, equipment, and logistics for missions; maintain accurate records of cases, time, and priorities.

Qualifications

Experience

• Proven experience in the automotive industry within technical support, diagnostics, dealership workshop, field service, or OEM/Importer technical assistance.
• Hands-on track record resolving complex electrical/electronic faults and drivability issues using OEM diagnostic platforms.
• Experience coordinating with cross-functional teams (workshop, parts, quality, engineering) and supporting multiple sites or markets.
• Prior exposure to technical documentation, case reporting, and technician coaching/training.
• European field support experience and multi-brand familiarity are a plus.

Knowledge

• Strong theoretical and practical understanding of modern automotive systems (powertrain, chassis, ADAS, body electronics, CAN/LIN/FlexRay, HV systems where applicable).
• Proficient with diagnostic methodologies (fault tree analysis, root-cause analysis, guided diagnostics, software calibration/flash procedures).
• Skilled in reading and applying electrical wiring diagrams, service procedures, and OEM technical documentation.
• Awareness of aftersales processes and KPIs (first-time fix rate, turnaround time, warranty/Goodwill considerations).
• Good command of written and spoken English; additional European languages are advantageous.

Technical Skills

• Proficient with OEM diagnostic tools and equipment, including wiTECH POD and DiagBOX VCI; ability to adapt to other OEM tools as required.
• Competence in ECU programming, coding, and configuration; software update workflows and secure gateway access.
• Advanced use of multimeters, oscilloscopes, and measurement equipment for signal tracing and verification.
• Ability to interpret and troubleshoot electrical schematics and network communications (e.g., DTC analysis, live data, bus diagnostics).
• Strong technical writing: concise incident summaries, repair instructions, and knowledge articles.
• Proficient with standard IT tools (laptop-based diagnostics, remote support platforms, ticketing/case systems, MS Office or equivalent).

Core Skills

• Customer focus and cost awareness: balances rapid resolution with quality and cost control.
• Problem solving and analytical thinking: structures complex technical issues, identifies root causes, and defines pragmatic corrective actions.
• Communication: clear, concise verbal and written communication tailored to technicians, service managers, and engineering stakeholders.
• Collaboration and coordination: effectively leads and supports multidisciplinary teams at dealerships and technical centers.
• Training and knowledge transfer: ability to coach technicians, deliver on-the-job training, and produce usable knowledge articles.
• Organizational skills: plans missions, manages time, priorities, and case pipelines across multiple sites and markets.
• Adaptability and open mindset: operates in dynamic, multi-brand environments and adjusts quickly to new tools, procedures, and technologies.
• Initiative and autonomy: works independently in the field, escalating appropriately while driving cases to closure.
• Attention to detail: rigor in diagnostics, documentation, and adherence to safety and quality standards.
• Resilience and stress tolerance: maintains performance under time pressure and during complex or high-visibility incidents.

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.