Automotive Technical Helpdesk Engineer

Responsibilities

• Serve as the primary point of contact for technical escalations from dealers and Level 1 support
• Diagnose complex vehicle issues using OEM diagnostic tools like Diagbox and wiTECH
• Interpret electrical schematics to guide accurate repairs
• 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
• Monitor KPIs including case resolution time, repeat repair rate, and customer satisfaction

Requirements

• Proven experience in automotive aftersales and advanced technical diagnostics
• Proficiency with OEM diagnostic platforms such as Diagbox or wiTECH
• Ability to read and interpret electrical wiring diagrams and technical documentation
• Deep knowledge in domains such as chassis/body, telematics, LEV/PHEV, or powertrains
• Strong understanding of root cause analysis methodologies like 5-Why or Ishikawa
• Excellent communication skills to synthesize complex technical issues for workshop personnel
• Good command of English

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.