Automotive Technical Support Agent, Level 1 (m/f/d)

For more than 30 years, MSX has been a trusted partner of leading vehicle manufacturers, their commercial networks and global mobility organisations. Our untiring commitment is to support our customers in the transformation of their business and efficiently manage their operations in the areas of sales performance, repair optimization and compliance, spare parts and accessories, as well as customer retention. With our global teams, our industry expertise and the power of modern technologies, we develop and deliver customized, sustainable and innovative solutions and services that help our customers to optimize their processes and inspire their customers.

Level 1 Technical Helpdesk Agent provides first-line support for car repair companies and acts as a primary contact for all repair-related inquiries in the assigned markets. The role includes remote support in the respective national language, a timely and precise assessment of concerns as well as the escalation of level-2 support, if necessary. The position ensures compliance with defined processes and quality standards to enable efficient, cost-conscious and customer-oriented service delivery. First contact for repair enquiries and technical queries of repair companies. Provision of technical support by remote access using proven diagnostic methods and OEM specifications. Direct communication with repair companies in the respective national language to clarify problems, to collect symptoms and DTCs and to validate already carried out steps. Implementation of the first diagnosis, comprehensive case documentation and determination of the further processing or escalation steps. Escalation of unresolved or complex cases at Level-2 support including complete and structured case information. Compliance with established process standards, SLAs and data quality requirements in all interactions and tools. Support for OTA update processes and basic troubleshooting in software updates. Careful documentation of all cases, solutions and knowledge entries to improve the first-time fix rate. Cooperation with cross-functional teams to share recurring problems, trends and opportunities for improvement. Contribution to continuous improvements by using standardized workflows and introducing process optimizations.

Proven experience in automotive aftersales or service operation (compulsory). Practical background in technical diagnosis in the workshop or technical support environment. Experience in supporting complex vehicle systems and repair processes. Experience in the communication with repair companies/ technicians and in handling multiple parallel cases (Service Desk/Contact Center) is advantageous. Funded understanding of aftersales processes, repair processes and OEM service documentation. Knowledge of diagnostic techniques, troubleshooting and interpretation of DTCs. Confidence with highly complex vehicle systems (powertrain, EV/HEV, ADAS, infotainment, vehicle electronics). Basic knowledge of OTA updates, software/firmware versioning and related service requirements. Understanding common service KPIs, SLAs and cost factors in the service process. Safe handling of diagnostic tools, service information systems and ticket/case management platforms. Ability to guide technicians through structured diagnostic procedures and remote support processes. Competence in structured case documentation with clear description of symptoms, causes and measures. Basic bug fixes for OTA updates, connectivity requirements and validation after updates. Good knowledge in handling productivity tools (e.g. Microsoft 365/Office, CRM/Service-Desk systems). Safety in handling technical data, current schedules and repair instructions. results-oriented and well organised; Ability to prioritize and control multiple parallel cases. strong written and oral communication skills; Ability to explain technical facts clearly and precisely. Embossed customer orientation as well as sensitivity for repair and cost efficiency. flowing knowledge of the local language(s) of the supervised countries; good English is advantageous. Team-oriented, proactive and disciplined in the application of standardized processes. Analytical thinkability with the ability to structure information and derive feasible recommendations. High detail accuracy and commitment to data quality and compliance.

Full time Workplace Type: Customer Site Remuneration: EUR 57 - EUR 60 - annual Description Location: Rüsselheim, Germany Working hours: 40 hours AU What we offer Continuing training: support for professional and personal development Working environment: A dynamic and supportive working environment Work-Life-Balance: Flexible working hours and home office opportunities, 31 days of holiday (including Christmas, New Year's Eve and Rosenmontag) Additional services: occupational pensions, health programs and grant to the urban sports club Benefits: from day one Additional information With more than 5,000 employees, we are globally represented in more than 80 countries and employ our expertise in the following areas: Consumer engagement Parts, Accessories & Service Performance Actionable Insights Repair Optimization & Compliance Learning Solutions Distribution & Sales Performance Our proven success has led us to work with almost every car manufacturer on the market. The MSXI Purpose To empower Movers and Makers to thrive in our ever-changing world. The MSXI 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 MSXI 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 employer who promotes equal opportunities and explicitly welcomes applications from qualified and suitable candidates regardless of gender, ethnicity, disability, age, sexual orientation, gender change, religion or belief, marital status or pregnancy or maternity. As a user of the “Disability confident” program, we guarantee an interview to all disabled applicants who meet the minimum criteria for the job. If you click on the above link or any third party link in this post, you will leave this website and will be forwarded to a third party website where the terms and conditions of use and privacy policy of this website apply. .