French-speaking Automotive Technical Support Coordinator

Job description

The Technical Support Coordinator ensures the delivery of agreed services within their market/business scope, in accordance with the contractual agreement between a premium automotive manufacturer and MSX, with a primary focus on optimizing team capacity allocation while maintaining a high level of service aligned with customer expectations and agreed SLAs. By ensuring daily performance achievement, resource optimization, and operational stability, the Technical Support Coordinator develops and maintains strong collaboration with all internal and external stakeholders. Duties and responsibilities Manage his specific scope of responsibility (geographical and ticket types area) Ensure the teams are providing the expected Technical Support service to the markets in line with the expected SLA Responsible for: Quality check - Individual coaching based on identified individual mistakes Individual performance monitoring (productivity and quality) Individual performance coaching sessions (bi-monthly) ITEM linkage monitoring and coaching Hold and drive the Weekly Team meeting Daily control and balance the workload of every agent Yearly individual Performance Evaluation (following company standard) Regions/Markets TS Operations performance monitoring and steering Organize newcomers onboarding (HR - systems - accesses…) Plan the newcomers initial training (admin - systems…) Newcomer onboarding support (system training, shadowing, knowledge transfer, coaching) Quality check - case evaluation Internal escalation treatment (+escalation of repetitive path) Tickets treatment Standard Operation Procedures development for the most repetitive ticket types / dealer questions / issues Represent the TS Team in the morning SIM2 Organize and maintain the daily SIM1(s) Follow the Lean Ambassador qualification path Organize and deliver Lean workshops to address targeted operational challenges Quality check - case discussion with market / AG Weekly Markets Steering meeting participation 5-10 years of Network Support hub experience Technical college level or acquired by experience Automotive certification Strong knowledge on vehicle mechanical, electrical, computer system. Knowledge of diagnostic and repair tools and Dealer information software, parts systems Analytic skills Data based decision Fluency in English and at least B2-level proficiency in French is a plus 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 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.