Technical Helpdesk

Job Purpose

• Provide technical assistance, instruction, and programming support (on-line, phone, visit) to dealers by resolving vehicle repairs which dealer technicians are having difficulty to diagnose and/or repair. Provide specialized support for new product launches.
• Daily analysis of VOC related to service quality and take appropriate action to avoid re-occurrence for wrong diagnosis issues at dealers.
• Implement process for Fix it right by initiate training program at dealers
• Prepare NTL at dealers (GTSS, daily pending vehicle for diagnosis)

Principal Accountabilities

• Analysis of Non-F1 cases at dealers, perform cause analysis and implement countermeasure with horizontal deployment to regional dealers
• Prepare countermeasure sheet for Non F1 cases and educate dealers on same
• Implement F1 good practice at dealers
• Clear long pending vehicle waiting for diagnosis
• Perform Deep dive in dealer process and make action plan for all negative VOC
• Validate dealer level action plan and give training for further improvement
• Prepare training module base on available GTSS database and need for NTL
• Monitor, gather and provide recommendations for issues regarding product and technical support functions that affect diagnostics, quality, literature, tooling, computer communications, etc. which need to be addressed and/or resolved
• Analyze dealer requirement and support in correct diagnosis and repair
• Remote online support
• Dealer visits

Qualifications

• B.E or Diploma (Automobile/Mechanical)
• 8-10 years of Relevant Experience
• Experience to manage multiple dealership of OEM
• Expert in VOC analysis and making PDCA to impart Fix it right first-time process
• National or state level winner in Technician skill contest (added advantage)
• Hands on experience on vehicle diagnostic and repair
• Technical knowledge on vehicle aggregates (mechanical and electrical)
• Practical experience on latest vehicle technologies (CAN diagnostics, Hybrid, Electric)
• Analytical and conceptual thinking
• Good experience in understanding and grasping the VOC from dealers
• Have experience to impart training to dealers technicians

MSX International has been a trusted partner to leading automotive OEMs and mobility companies worldwide, providing strategic support to transform retail operations. With a strong foundation built on Dealer Performance Improvement, Repair Optimization, and Consumer Engagement, we empower businesses by integrating people, processes, and technology to drive measurable success. As the mobility industry undergoes rapid transformation, MSX International stands as a catalyst for innovation, equipping clients with cutting-edge tools and deep industry expertise to navigate evolving market dynamics. MSX International remains the go-to partner for leading automotive OEMs, offering innovative, research-driven strategies to elevate retail operations and accelerate business growth.