Technical Support Engineer (m/w/d)

at  MSX INTERNATIONAL

ABOUT MSX

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
• Diagnostics & Repair Enhancement
• Warranty and Repair Efficiency
• Technical Information
• Learning Solutions
• Sales Performance

Building trust since 1931, our proven track record means that we now partner with almost every car manufacturer on the market.
We are currently looking for a new team member as Technical Support Engineer (m/w/d), for the automobile manufacturer Jaguar Land Rover (JLR), with the location Essen.

KNOWLEDGE AND SKILLS

• Experience in vehicle diagnostics
• Good knowledge of automotive electronics, electric and/or hybrid vehicles
• Completed training as a motor vehicle technician or foreman
• Professional experience as a service consultant/service manager or workshop foreman
• Excellent English skills (English is the first language at this opportunity)
• Good knowledge of French/Dutch/German is advantageous

PURPOSE OF THE POSITION

As a Technical Support Engineer (m/w/d), you assist the retailer with the timely resolution of technical concerns. Your responsibilities include answering Technician queries when the retailer has been unable to resolve a customer concern via reference to normal data sources (literature, bulletins, etc.) and providing electronic and online support from diagnostic tools.

DUTIES AND RESPONSIBILITIES

• Support retailers and NSCs to resolve technical concerns.
• Increase First Time Fix Rates and Customer Satisfaction with the objective of reducing Warranty Cost and Repeat Repairs.
• Carry out Support to dealer network on Hard to fix vehicles to improve concern fix rates.
• Work in close relationship with Engineering and Product Investigation teams to identify vehicle product concerns in quantifiable, and factual data.
• Answering technical queries primarily by electronic system but where appropriate also by telephone or WebEx session.
• Create electronic records to document contact details and diagnostic advice on client system.