Technical Helpdesk Agent Level 2 - Automotive Diagnostics

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 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
• 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
• Track record resolving complex, multi-system faults in dealer or OEM environments
• Proficiency with OEM diagnostic platforms (e.g., Diagbox, wiTECH)
• Ability to read and interpret electrical wiring diagrams
• Deep knowledge in chassis and body systems
• Advanced skills in electrical diagnosis using multimeters and oscilloscopes
• Strong root cause analysis methodologies (e.g., 5-Why, Ishikawa)
• Excellent communication skills to synthesize complex technical issues into actionable guidance
• Proficiency in English

About the Company

MSX International Group is the leading global provider of outsourced business solutions for the automotive industry, operating in more than 80 countries. MSXI improves the performance of automotive dealership networks through deep industry expertise, advanced data analytics, and custom software solutions.