Automotive Technical Helpdesk Specialist

3 settimane fa

Turin PIEDMONT Italy, Provincia di Torino MSX International A tempo pieno

At MSX we exist to empower movers and makers to thrive in an ever-changing world, by harnessing our expertise and creativity to deliver an exceptional service powered by technology and innovative solutions. Purpose of the role: Provide parts, technical, and diagnostic support, as well as related repairs to various users, ensuring prompt resolution of technical cases and minimizing repeat repairs. Deliver diagnostic assistance, technical information, and recommendations—primarily through the ticketing system, but also by phone—to Dealers, Approved Repairers, and Independent Operators, supporting them in resolving issues and achieving a “fix-it-right-the-first-time” approach. Record details of all interactions to provide feedback to the OEM, contributing to product improvement (design, development, and manufacturing) and enhancing AR Technical Support processes. Key responsibilities: Provide technical support across various systems, focusing on parts and diagnostics and root cause analysis Guide dealers through repair processes and ensure accurate case documentation Own cases from initiation to resolution or escalation, maintaining clear and professional communication. Research technical documentation, manuals, and resolution databases to support problem-solving. Collaborate with dealer technicians and internal agents to resolve complex technical issues. Monitor and manage backlog by following up on open cases. Build strong relationships with retailers and workshop teams to improve service effectiveness. Contribute to customer satisfaction by delivering high-quality diagnostic and repair support. Ideal Experience, Knowledge & Skills: An automotive professional with a technical background Dealer workshop experience to Senior or Master Technician level Customer service experience. Strong knowledge on vehicle mechanical, electrical, computer systems and parts. Good understanding and use of measuring tools result data (i.e. multimeter, oscilloscope, flatness gauge, dial gauge, fillet gauge, micrometer …etc.). Thorough knowledge of all aspects of modern vehicle systems and repair processes, particularly up-to-date electronics. Strong knowledge of vehicle mechanical, electrical, and electronic systems. Proficiency in diagnostic procedures and fault code interpretation using OEM tools. Experience with CAN bus communications, ECUs, sensors/actuators, and control modules. Skilled in using measurement tools (multimeter, oscilloscope, clamp meter) and interpreting results. Ability to read and apply wiring diagrams, service manuals, and TSBs. Familiarity with OEM technical platforms and knowledge bases. Competence with ticketing systems for case logging, triage, and resolution tracking. Customer orientation with a service mindset toward Dealers/Approved Repairers and Independent Operators. Language skills: fluent Italian and English

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