Manager – Technical Delegate Team

🕒 Junho 10

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MSX International

SiteLinkedInTodas as Vagas

5001 - 10000 funcionários

🤝 B2B

Automotive • AI • B2B

A MSX International é uma empresa dedicada a capacitar a indústria automotiva, oferecendo soluções inovadoras para performance de vendas, engajamento do cliente e otimização de reparos. Eles utilizam tecnologias avançadas, incluindo IA, para melhorar a experiência do cliente e otimizar operações para negócios automotivos. Com foco em aumentar a eficiência, impulsionar o crescimento dos negócios e maximizar a satisfação do cliente, a MSX International apoia seus clientes no dinâmico cenário de mobilidade.

Descrição

• Ensure achievement of project KPIs (quantitative and qualitative) related to Technical Delegate activities in the country • Build, maintain and communicate a clear local governance model (activity calendar, information flows, roles and responsibilities) • Plan and monitor the Technical Delegates’ visit schedules and field interventions, ensuring adequate coverage and prioritization • Analyse team performance reports (quality cases, complex diagnoses, resolution time, first-time fix rate, customer satisfaction, etc.) and implement improvement plans • Ensure compliance with MSX and the client, brand, safety and quality standards in all network activities • Coordinate the local implementation of new project initiatives or process updates defined by central MSX/Client teams • Act as the primary operational interface for the Client in the country on all topics related to the Technical Delegate team • Prepare and lead regular meetings with the Client (steering committees, operational reviews, performance reviews) presenting analysis, results, issues and action plans • Develop and maintain a country business plan aligned with the overall objectives of the project • Translate Client needs into clear operational requirements and priorities for the Technical Delegate team • Support the Client in the definition and launch of tactical initiatives (technical campaigns, focus on critical areas, new KPIs, etc.) • Lead, motivate and support the country Technical Delegate team, ensuring clarity of objectives, priorities and ways of working • Conduct regular performance reviews and define individual and team development plans • Ensure effective onboarding of new Technical Delegates and plan continuous training (technical and soft skills) in collaboration with MSX and Client stakeholders • Produce clear and concise reporting on country performance (KPIs, trends, root causes of non-conformities, lessons learned) • Use data and analytics to identify improvement areas, define corrective actions and monitor their impact • Contribute to the definition and refinement of reporting tools and performance standards for Technical Delegates.

🎯 Requisitos

• Solid experience (typically 3–5 years) in managing projects or programs in the automotive sector (after-sales, technical support, field operations, training or similar) • Experience in coordinating field teams (field force, network consultants, technical specialists, auditors or equivalent) • Experience in managing B2B client relationships and multiple stakeholders at country level • Experience in producing management reports and performance analysis (KPIs, basic budget/forecast inputs, action plans) • Experience in process improvement projects and/or in launching new programs or services (desirable) • Previous technical or technical-commercial experience in a dealership, importer/NSC, or OEM environment (strongly preferred) • Strong knowledge of the automotive sector, with specific focus on after-sales (service, diagnosis, warranty, technical support, customer satisfaction) • Good understanding of dealer network operations and the dynamics between OEM, Importer/NSC and Dealer • Knowledge of basic project management principles (project life cycle, planning, monitoring, risk and issue management) • Knowledge of KPI management (definition, monitoring, data interpretation, impact on business performance) • Understanding of quality and safety standards applicable to the automotive working environment (e.g. workshop procedures, health & safety) • Good command of English (written and spoken) to interact with the Client and international MSX structures • Advanced use of reporting and data analysis tools (e.g. Excel, dashboards, basic BI tools) to monitor team performance and project KPIs • Proficiency in the main MS Office applications (PowerPoint, Excel, Word) for producing structured presentations and documentation • Familiarity with automotive information systems (DMS, diagnostic tools, OEM technical portals, warranty systems, CRM) is considered a strong plus • Ability to set, read and interpret technical and operational KPIs (e.g. first-time fix rate, resolution lead time, NPS, repeat repair rate) • Ability to structure and manage project plans (Gantt, milestones, risk & issue logs) using appropriate tools (e.g. MS Project, Planner or equivalent).

🏖️ Benefícios

• Competitive Salary • Company Laptop • Company car • Pro Rata Retention Bonus • 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.