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; 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 Automotive Technical Specialist ensures the timely dissemination of technical solutions and the consistent flow of quality feedback across markets. The role coordinates the creation and publication of Technical Service Bulletins (TSB), manages Country Incident Reports (CIR) inputs, maintains the technical case database, and aligns parts availability with the latest releases.
Acting as a bridge between technical assistance, quality, and parts logistics, the Specialist supports dealer networks with accurate guidance and training to drive customer satisfaction, cost efficiency, and field issue resolution.
Key activities and responsibilities:
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Create, validate, and publish Technical Service Bulletins (TSB) to dealer networks once solutions are confirmed.
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Collect, analyze, and manage qualitative feedback from Country Incident Reports (CIR) and escalate systemic issues.
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Update and maintain the technical case database to ensure data accuracy, traceability, and reuse of solutions.
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Coordinate with parts/logistics to ensure warehouses are supplied with the latest approved Part Releases.
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Provide ongoing technical feedback on active topics covered by CIRs to relevant stakeholders (engineering, quality, field teams).
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Collaborate with diagnostic/tooling teams to ensure proper use of diagnostic instruments and procedures in the field.
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Prepare and deliver training and communications to dealer and service staff on new bulletins, procedures, and parts.
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Monitor KPIs (e.g., case closure time, TSB adoption, parts availability) and propose corrective actions.
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Ensure compliance with technical documentation standards and version control.
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Support cross-functional reviews with Engineering, Aftersales, and Customer Care to prioritize and resolve issues.
Qualifications
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Proven experience in the automotive sector (mandatory), ideally within aftersales, technical support, quality, or service engineering.
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Hands-on exposure to dealer/service network support, field issue management, or TSB authoring is a plus.
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Experience coordinating across multiple countries/markets and working with incident/quality reporting systems preferred.
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Solid theoretical understanding of automotive technologies (powertrain, electrical/electronic systems, diagnostics, and vehicle architectures).
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Familiarity with diagnostic methodologies, guided fault-finding, and service procedures.
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Ability to interpret electrical wiring diagrams and technical documentation.
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Understanding of parts release processes and service parts logistics.
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Good command of English (written and spoken); additional languages are an advantage.
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Proficient with automotive diagnostic tools and software.
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Ability to read and create/curate technical bulletins and service documentation.
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Competent in reading and interpreting electrical schematics and workshop manuals.
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Skilled in maintaining and querying technical case databases and incident reporting tools.
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Strong MS Office/365 skills (Excel, Word, PowerPoint) for reporting and training material creation.
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Strong customer service and cost-sensitivity mindset; focuses on practical, efficient solutions.
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Excellent communication, synthesis, and technical writing skills for clear, actionable TSBs and guidance.
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Organization and coordination abilities to manage multiple markets, topics, and deadlines.
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Effective trainer and presenter; able to transfer knowledge to service network personnel.
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Autonomy, proactivity, and ownership in driving issues to resolution.
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Cross-functional collaboration and stakeholder management.
Additional Information
CCNL Applicabile: Contratto del Commercio Terziario e Distribuzione Servizi- Livello 3
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.
