Technical Helpdesk Agent Level 2

The Level 2 Technical Assistant provides advanced technical support to dealer networks, acting as a subject-matter expert for complex diagnostic and repair issues. The role collaborates closely with Level 1 support, Technical Departments, Engineering, Quality, and suppliers to resolve escalations, reduce repeat repairs, and improve post-sales service quality. This position directly impacts customer satisfaction, service lead times, first-time-fix rates, and dealer efficiency.

Key activities and responsibilities

• Serve as the primary point of contact for Level 2 technical escalations from dealers and Level 1 support.
• Diagnose complex vehicle issues using OEM diagnostic tools (e.g., Diagbox, wiTECH) and interpret electrical schematics to guide accurate repairs.
• Provide expert guidance on one or more domains: chassis/body, telematics and multiplexing (including OTA updates), low-emission vehicles (LEV/PHEV), gasoline/diesel powertrains, and transmissions.
• Coordinate with Engineering, Quality, and suppliers to validate root causes, define corrective actions, and contribute to field fixes and technical bulletins.
• Analyze case trends to identify systemic issues; recommend preventive measures and knowledge base updates.
• Support dealer workshops with structured troubleshooting steps, repair procedures, and parts recommendations to improve first-time-fix.
• Create and deliver technical communications and training (remote and on-site) to elevate dealer technical capability.
• Maintain accurate case documentation, including diagnostics performed, measurements, test results, and repair outcomes.
• Monitor KPIs (case resolution time, repeat repair rate, customer satisfaction, warranty cost impact) and drive continuous improvement initiatives.
• Ensure compliance with safety, quality standards, and OEM procedures during all support activities.
• Collaborate cross-functionally to improve serviceability of new products and contribute feedback to product development.

Do you have experience in Root cause analysis?, * Proven experience in automotive aftersales and advanced technical diagnostics within dealer or OEM environments.

• Track record resolving complex, multi-system faults and guiding workshop teams through structured diagnostics.
• Experience collaborating with engineering, quality, and supplier teams on field issues and corrective actions.
• Background in creating technical guidance, training content, or knowledge base articles is a plus.

Knowledge:

• Strong practical and theoretical understanding of modern automotive systems and diagnostics workflows.
• Proficiency with OEM diagnostic platforms and procedures (e.g., Diagbox, wiTECH).
• Ability to read and interpret electrical wiring diagrams and technical documentation.
• Deep knowledge in at least one of the following domains:
• Chassis and body systems
• Telematics, CAN/multiplexing, and Over-The-Air (OTA) update processes
• Low-emission vehicles (LEV, PHEV) high-voltage systems and safety
• Gasoline/diesel engines and transmissions (mechanical/electronic control)
• Working knowledge of warranty processes, service quality KPIs, and dealer operations.
• Good command of English; additional languages are an advantage.

Technical Skills:

• Advanced diagnostics using Diagbox/wiTECH and related OEM tools; data logging, ECU interrogation, and fault tree analysis.
• Electrical diagnosis: schematic interpretation, multimeter/oscilloscope measurements, signal analysis.
• Software update and configuration procedures, including OTA readiness and rollback concepts.
• Use of technical information systems, service portals, and case management tools.
• Root cause analysis methodologies (e.g., 5-Why, Ishikawa) and structured troubleshooting.
• Competent with MS Office/Google Workspace for reporting and technical documentation.

Core Skills:

• Customer and cost sensitivity with a focus on first-time-fix and minimizing repeat repairs.
• Excellent communication: ability to synthesize complex technical issues into clear, actionable guidance for workshop personnel.
• Strong organizational skills and coordination across multiple stakeholders and concurrent cases.
• Training and coaching mindset; capable of delivering concise, impactful technical sessions.
• Autonomy and accountability in case ownership, with proactive follow-up until resolution.
• Analytical thinking, problem solving, and attention to detail under time constraints.
• Teamwork and collaboration in a cross-functional, international environment.

MSX International Group is the leading global provider of outsourced business solutions for the automotive industry making business in more than 80 countries. MSXI's deep industry expertise combined with advanced data analytics and custom software solutions improve the performance of automotive dealership networks by increasing revenue, reducing cost, and enhancing customer satisfaction., 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.