Technical Helpdesk Engineer

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. 

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

• 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

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.