Helpdesk Engineer- Techline Agents

Purpose of the role: Provide parts, technical, and diagnostic support, as well as related repairs to various users, ensuring prompt resolution of technical cases and minimizing repeat repairs. Deliver diagnostic assistance, technical information, and recommendations-primarily through the ticketing system, but also by phone-to Dealers, Approved Repairers, and Independent Operators, supporting them in resolving issues and achieving a "fix-it-right-the-first-time" approach.

• Provide technical support across various systems, focusing on parts and diagnostics and root cause analysis.
• Guide dealers through repair processes and ensure accurate case documentation.
• Research technical documentation, manuals, and resolution databases to support problem-solving.
• Collaborate with dealer technicians and internal agents to resolve complex technical issues.
• Monitor and manage backlog by following up on open cases.
• Ensure thorough analysis and complete information before escalating or reassigning cases.
• Support retailer staff by identifying educational needs and filling competence gaps.
• Build strong relationships with retailers and workshop teams to improve service effectiveness.
• Contribute to customer satisfaction by delivering high-quality diagnostic and repair support.

• An automotive professional with a technical background Dealer workshop experience to Senior or Master Technician level Customer service experience.

Technical Skills:

• Strong knowledge of vehicle mechanical, electrical, and electronic systems.
• Proficiency in diagnostic procedures and fault code interpretation using OEM tools.
• Experience with CAN bus communications, ECUs, sensors/actuators, and control modules.
• Skilled in using measurement tools (multimeter, oscilloscope, clamp meter) and interpreting results.
• Competence with ticketing systems for case logging, triage, and resolution tracking.
• Basic understanding of networking concepts to support remote diagnostics and assistance.
• Strong technical documentation and feedback skills for continuous product/process improvement.

Core Skills:

• Customer orientation with a service mindset toward Dealers/Approved Repairers and Independent Operators.
• Clear, concise communication-able to translate complex technical issues for different audiences.
• Analytical problem solving and root-cause analysis; "fix-it-right-first-time" focus.
• Collaboration and teamwork across technical support, quality, and engineering stakeholders.
• · Flexibility and adaptability to evolving tools, processes, and regional market requirements.

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., In joining MSX, you can enjoy: * 25 days annual leave per year * Cash back health care scheme * Life Assurance 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.