Technical Helpdesk Engineer, Level 3

🕒 January 23

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MSX International

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

🤝 B2B

Automotive • AI • B2B

MSX International is a company dedicated to empowering the automotive industry by providing innovative solutions for sales performance, customer engagement, and repair optimization. They utilize advanced technologies including AI to enhance customer experiences and streamline operations for automotive businesses. With a focus on enhancing efficiency, driving business growth, and maximizing customer satisfaction, MSX International supports their clients across the dynamic mobility landscape.

📋 Description

• 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.

🎯 Requirements

• 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. • 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.

🏖️ Benefits

• Flexible working methods to suit all • Disability Confident Committed organization • Diverse workforce