Automotive Helpdesk Agent

Job description

In this role, you’ll be at the center of complex diagnostic repair cases, tackling issues that demand deep technical insight, structured thinking, and creativity. You won’t just fix what’s broken; you’ll analyze root causes, connect signals others might miss, and design solutions that actually last. Every case is a puzzle. Some are highly technical, others ambiguous, and many unlike anything you’ve seen before. That’s what makes the work exciting. You’ll collaborate with skilled colleagues, leverage cutting‑edge tools, and apply your expertise to situations where your judgment truly matters. On a daily basis you will be: Contributing to customer satisfaction within the regional area of responsibility by answering support requests and delivering high-quality diagnostic and repair service; Following the repair process and monitoring success thereof, analyzing and reporting on gaps and advising on how to fill them; Reviewing existing processes to increase quality and will report performance of dealers on escalated cases, and always adopt ways of working to customer needs; Communicating with retailer staff, helping and coaching them, finding the root cause for technical deviations, preventing future need for support and documenting complex technical issues for the central organization; Building relationships with retailers and the customers, continually improving the effectiveness of the function. This is a fantastic opportunity if you are an experienced automotive technical engineer, who has a passion for cars and delivering exceptional customer experience. This role is made for you if you… are trained and certified to ‘Master Technician’ status or equivalent have (electrical) diagnosis skills and experience have high voltage/EV experience (desirable) can investigate, report on, and diagnose complex vehicle systems, either “hands on” or remotely thrive in a fast-paced environment and can focus on multiple tasks and deadlines at the same time have a ‘can do attitude’ Working pattern and location: Full time (Monday – Friday) Based in Coventry What we can offer you: Competitive Salary up to £42.170 + bonus Company Laptop Pro Rata Retention Bonus Other company benefits include: 25 days annual leave Company contributory pension plan Cash back health care scheme Life assurance Car salary exchange scheme Potential to progress within the company, with global opportunities updated regularly. With over 5,000 employees based in more than 80 countries across the globe, our teams provide industry leading expertise that spans: Consumer Engagement Parts, Accessories & Service Performance Actionable Insights Repair Optimization & Compliance Learning Solutions Distribution & Sales Performance Our proven track record means that we now partner with almost every car manufacturer on the market. The MSX Purpose To empower Movers and Makers to thrive in our ever-changing world The MSX Mission To harness our expertise in mobility, the creativity of our global teams, and the power of technology, to craft tailored, sustainable and innovative solutions. The MSX Vision To be the clients’ first choice, recognized for our operational excellence and commitment to driving change and innovation in the mobility industry. 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. 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.