Technical Helpdesk Team Leader

Company Description

MSX has been a trusted partner to leading vehicle manufacturers, their retailers, and mobility organizations globally for more than 30 years. Our unwavering commitment is to help our clients transform their businesses and effectively manage operations in the areas of: Sales Performance; Repair Optimization and Compliance; Parts and Accessories Sales Performance; and Consumer Engagement.

With our global teams, industry expertise, and the power of technology, we design and deliver tailored, sustainable, and innovative solutions and services that help our clients optimize their operations and captivate their customers.

Job Description

The Technical Helpdesk Team Leader acts as the single technical point of contact in-country for the Regional Aftersales (SSDS) department.

The role coordinates the collection, consolidation, and presentation of technical information and incident feedback, ensures country-impacting issues are recognized and addressed by SSDS, and channels manufacturer feedback to the local dealer network.

The position also leads and steers the local Swift-Dealers team to drive timely resolution of technical cases, elevate customer satisfaction, and optimize cost and service outcomes.

Key activities and responsibilities:

• Serve as the sole in-country technical interface with the regional SSDS team, ensuring clear, timely, and accurate communication.
• Coordinate the creation, submission, and presentation of technical reports, incident summaries, and root-cause insights.
• Monitor, prioritize, and escalate technical incidents that impact the country; ensure SSDS consideration and follow-through.
• Capture and disseminate manufacturer feedback, countermeasures, and best practices to the local dealer network.
• Lead and coordinate the Swift-Dealers team to accelerate diagnosis and resolution of complex cases.
• Support diagnostic activities by advising on tools, electrical schematics, and technical procedures.
• Track incident trends, propose preventive actions, and contribute to continuous improvement initiatives.
• Partner with customer care, parts/logistics, and field teams to balance service quality, speed, and cost.
• Provide technical training/coaching sessions to the network as needed; ensure consistency of technical standards.
• Maintain structured documentation, dashboards, and status updates for stakeholders.
• Uphold compliance with safety, regulatory, and brand standards.

Qualifications

• Previous hands-on experience in vehicle repair/diagnosis within the automotive sector.
• Proven exposure to or collaboration with an OEM/importer or dealer network (direct or indirect experience preferred).
• Experience coordinating cross-functional stakeholders and/or leading technical workstreams.
• Background in producing concise technical reports and presenting to regional or executive stakeholders.
• Solid theoretical understanding of automotive technologies (powertrain, electrical/electronic systems, diagnostics).
• Working knowledge of diagnostic tools, fault-finding methodologies, and interpretation of electrical wiring diagrams.
• Familiarity with aftersales processes, technical bulletins, warranty considerations, and service operations.
• Good command of English (written and spoken); additional local language(s) as required.
• Proficient with OEM diagnostic platforms, scan tools, and related software.
• Ability to read and interpret electrical schematics and technical documentation.
• Strong incident analysis, synthesis, and root-cause/problem-solving capability.
• Competence with MS Office/Google Workspace (Excel/Sheets, PowerPoint/Slides) for reporting and presentations.
• Data capture and trend analysis for technical KPIs and incident tracking.
• Customer service and cost-sensitivity mindset; balances quality, speed, and efficiency.
• Strong organization, coordination, and prioritization skills in a fast-paced environment.
• Clear, concise verbal and written communication; excellent presentation skills.
• Trainer/coach orientation with high accuracy and attention to detail.
• Interpersonal effectiveness and stakeholder management across dealers, OEM, and internal teams.
• Proactive, solution-oriented approach with ownership of outcomes.

Additional Information

MSX is an equal opportunities employer and encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, neurodiversity or other personal characteristics and backgrounds, age, sexual orientation, gender reassignment, religion or belief, or marital and parental status. As users of the Disability Confident scheme, we interview all disabled applicants who meet the minimum criteria for the vacancy.