Technical Helpdesk Engineer

Company Description

MSX International (MSX) is a leading technology-enabled business process outsourcing company supporting vehicle manufacturers around the world. With over 5,000 employees based in more than 80 countries across the globe, our teams provide industry leading expertise that spans across our five pillars:
Warranty & Technical
Parts & Service
Channel Management
Customer Engagement
Fleet & Mobility
Building trust since 1931, our proven track record means that we now partner with almost every vehicle manufacturer on the market.

Job Description

As a Vehicle Technical Support Advisor with the MSXI Global group, you will have the opportunity to provide first class technical and diagnostic support to various users, including Ford approved repairers, independent operators and Ford Customer Agents.
This role will require an automotive professional with a technical background with the ability to listen and communicate technical advice to the customer.
The Vehicle Technical Support Advisor position has many benefits to offer the correct applicant; opportunities to learn from experienced peers, competitive rate of pay etc

Qualifications

Dealer Technician with workshop experience
Would suit a newly qualified technician that is keen to develop their skills, or someone that wants to retain their technical knowledge but leave a workshop environment.
Technical further education at suitable grades. For example, City and Guilds or NVQ L3, also high voltage IMI level 3 would be advantageous (but not essential).
Customer service experience would be an advantage however not essential
Must be prepared to travel if required for up to one week at a time as requested by Project Management
Competencies and Skills Required
Confident in technical concern resolution
Logical thought processes; also acquisitive and capable of non-leading questioning
Good communication skills both verbal and written
Computer literate
Polite and courteous customer service skills
Adaptable and flexible approach to work
Good inter-personal and assertive nature are also necessary
Able to work with minimal supervision and therefore need to be strong self-starters
Candidate Responsibilities
Accept incoming enquiries from Authorised Repairers and other customers
Provide guidance and technical instruction to Ford AR & Independent operators to enable them to diagnose and repair Ford vehicles
Record data into a computer system, provide vehicle and concern details if and when required about any particular case
Maintain an acceptable level of quality and response rate
Write and circulate data to other Helpdesk / Helpdesk Engineers / Project Management / Customer
Liaise with Dealer / personnel staff at all levels
Liaise with Team Leader / Project Management on Vehicle Case Histories, trends and analysis

Additional Information

Working Pattern and location:
Monday to Friday (40 hours per week)
This will be a remote role.
What we can offer you:
Competitive basic salary, based on experience
Other company benefits include: 25 days annual leave, company contributory pension plan, cash back health care scheme, life assurance, car salary exchange scheme, exclusive discounts on everyday purchases as well as exclusive discounts on car purchases.
Potential to progress within the company, with global opportunities updated regularly.

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.

Workplace Type: MSXI Office