12 set - Torino
Msx International
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.
Job Description
The
Technical Helpdesk Engineer
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.
Key activities and responsibilities:
Serve as the primary point of contact for 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
Analyze case trends to identify systemic issues; recommend preventive measures and knowledge base updates
Support dealer workshops with structured troubleshooting steps, repair procedures, and parts recommendations to improve first‑time‑fix
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