MSX International Group is the leading global provider of outsourced business solutions for the automotive industry making business in more than 80 countries. MSXI’s deep industry expertise combined with advanced data analytics and custom software solutions improve the performance of automotive dealership networks by increasing revenue, reducing cost, and enhancing customer satisfaction.
MSX Ricerca e Selezione, an MSX International Group company, is a recruiting and selection firm appointed by the Italian Welfare authorities (see license N° G811S0011289) supporting, as business partner, MSXI and all the players in the automotive business segment (OEM, NCS, Dealer and other) in identifying and developing talented people.
As Sr professionals in Human Resources we leverage our professional network as well as MSX International global network and organization to execute Recruiting and Selection, Orientation & Assessment Centre, Development plan designing activities.
We are proud of our experience and automotive best practices, the state-of-the-art technology and the in-depth information that will help you to boost your company's efficiency and profits.
Who we are looking for:
We are currently looking for a Automotive Field Service Engineer that takes care of the analysis, the management and resolution of critical technical issues that have been already managed by the Technical Help Desk but require action at the workshop locally. They supports the Customer in raising Customer Satisfaction by Fixing Right First Time (FIRFT) through the provision of prompt technical assistance and complete and accurate resolution information.
Duties and Responsibilities
•Manage Technical Hot Line and email cases for the assigned dealers with appropriate quality & timeliness to prevent or immediately solve any customer complaint;
•Provide technical support to dealers requests;
•Give complete, clear and full explanations supported by technical documentation when available;
•Coach dealers on repair processes;
•Identify critical repairs and visit dealers to support them during the diagnosis and repair phase. Keep calendar updated and respect monthly agenda agreed with the overall Service Team. Provide immediate and efficient visit report to all the people involved;
•Escalate every major issue to Technical Support team coordinator with all the detailed information to manage the case with HQ or the factory;
•Manage a list of critical dealers with the aim of improving the overall capability and customer service levels;
•Map network processes from reception to delivery, focus on diagnosis and repair capability;
•Identify the areas to be changed and improved together with the associated recovery actions and timings. This will include coaching and training where appropriate;
•Involve Dealer Senior Management in order to achieve the required results;
•Carryout follow up reviews in order to manage progress to a satisfactory conclusion;
•Address every action to improve customer satisfaction;
•Escalate any major non-compliances to Service Manager and Field Manager and recommend corrective actions;
•Support all the After Sales Department on Technical related topics to ensure customers satisfactions with our products & processes;
•Strictly cooperate with all the After Sales team, including Warranty and Customer care to speed up case closure.
Education, Competencies and Experience required
•Degree in engineering (automotive related);
•Minimum 5 years working within the automotive industry;
•Being able to work under pressure and deliver results to agreed timescales;
•Experience of communicating and building relationships at all levels;
•Proven ability to make sound business decisions;
•High level of technical competences;
•High level of behavioral competences;
•Well organized, reliable and motivated, autonomous and proactive;
•Strong influencing and communication skills;
•Good systems and PC knowledge / skills;
•Good educational background;
•Italian language native;
•English language fluent.
If you are interested in this opportunity, please send your CV and cover letter to:
Or contact our TalentTalent Acquisition team:
MSX RICERCA E SELEZIONE
Via P. F. Calvi, 3
00071 Pomezia (Roma)
Tel: 06 877 67 236
Fax: 06 912 51 113
MSX International is an equal opportunity employer and positively commits to build a truly diverse workforce.
Only shortlisted candidates will receive a direct reply.
Personal data treatment abides with the applicable European regulations.