Automotive Level 2 Technical Helpdesk Engineer

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 and interpret electrical schematics
• Provide expert guidance on domains such as chassis, telematics, low-emission vehicles, and powertrains
• Coordinate with Engineering, Quality, and suppliers to validate root causes and define corrective actions
• Analyze case trends to identify systemic issues and recommend preventive measures
• Support dealer workshops with structured troubleshooting steps and repair procedures
• Create and deliver technical communications and training to elevate dealer technical capability
• Maintain accurate case documentation including diagnostics, measurements, and test results
• Monitor KPIs such as case resolution time and repeat repair rates

Requirements

• Proven experience in automotive aftersales and advanced technical diagnostics
• Proficiency with OEM diagnostic platforms (e.g., Diagbox, wiTECH)
• Ability to read and interpret electrical wiring diagrams and technical documentation
• Deep knowledge in at least one domain: chassis/body, telematics/multiplexing, LEV/PHEV, or engines/transmissions
• Experience with root cause analysis methodologies like 5-Why or Ishikawa
• Strong communication skills to synthesize complex technical issues into actionable guidance
• Competence with MS Office or Google Workspace
• English fluency required

About the Company

MSX has been a trusted partner to leading vehicle manufacturers, their retailers, and mobility organizations globally for more than 30 years, helping clients optimize operations in sales performance, repair optimization, and consumer engagement.