Manager – Technical Delegate Team

🕒 June 10

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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

• 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.

🎯 Requirements

• 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).

🏖️ Benefits

• 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.