Automotive Level 2 Technical Helpdesk Engineer

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/7acg41

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; 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.
The Technical Helpdesk Engineer Level 2 provides advanced technical support to dealer networks, acting as a subject-matter expert for complex diagnostic and repair issues.
The role collaborates closely with Level 1 support,
Technical Departments, Engineering, Quality, and suppliers to resolve escalations, reduce repeat repairs, and improve post?sales service quality.
This position directly impacts customer satisfaction, service lead times, first?time?fix rates, and dealer efficiency.
Serve as the primary point of contact for Level 2 technical escalations from dealers and Level 1 support.
Diagnose complex vehicle issues using OEM diagnostic tools (e.g., Diagbox, wiTECH) and interpret electrical schematics to guide accurate repairs.
Provide expert guidance on one or more domains: chassis/body, telematics and multiplexing (including OTA updates), low?emission vehicles (LEV/PHEV), gasoline/diesel powertrains, and transmissions.
Coordinate with Engineering, Quality, and suppliers to validate root causes, define corrective actions, and contribute to field fixes and technical bulletins.
Support dealer workshops with structured troubleshooting steps, repair procedures,



and parts recommendations to improve first?time?fix.
Create and deliver technical communications and training (remote and on-site) to elevate dealer technical capability.
Maintain accurate case documentation, including diagnostics performed, measurements, test results, and repair outcomes.
Monitor KPIs (case resolution time, repeat repair rate, customer satisfaction, warranty cost impact) and drive continuous improvement initiatives.
Ensure compliance with safety, quality standards, and OEM procedures during all support activities.
Collaborate cross?functionally to improve serviceability of new products and contribute feedback to product development.
Proven experience in automotive aftersales and advanced technical diagnostics within dealer or OEM environments.
Track record resolving complex, multi?system faults and guiding workshop teams through structured diagnostics.
Experience collaborating with engineering, quality, and supplier teams on field issues and corrective actions.
Background in creating technical guidance, training content, or knowledge base articles is a plus.
Strong practical and theoretical understanding of modern automotive systems and diagnostics workflows.
Proficiency with OEM diagnostic platforms and procedures (e.g., Ability to read and interpret electrical wiring diagrams and technical documentation.
Chassis and body systems
Telematics,



CAN/multiplexing, and Over?The?Air (OTA) update processes
Low?emission vehicles (LEV, PHEV) high?voltage systems and safety
Gasoline/diesel engines and transmissions (mechanical/electronic control)
Working knowledge of warranty processes, service quality KPIs, and dealer operations.
Good command of English; additional languages are an advantage.
Advanced diagnostics using Diagbox/wiTECH and related OEM tools; data logging, ECU interrogation, and fault tree analysis.
Electrical diagnosis: schematic interpretation, multimeter/oscilloscope measurements, signal analysis.
Software update and configuration procedures, including OTA readiness and rollback concepts.
Use of technical information systems, service portals, and case management tools.
Root cause analysis methodologies (e.g., Competent with MS Office/Google Workspace for reporting and technical documentation.
Customer and cost sensitivity with a focus on first?time?fix and minimizing repeat repairs.
Excellent communication: ability to synthesize complex technical issues into clear, actionable guidance for workshop personnel.
Training and coaching mindset; Teamwork and collaboration in a cross?functional, international environment.
CCNL Applicabile: Contratto del Commercio Terziario e Distribuzione Servizi
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.

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/7acg41