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.
Lead and manage a team of agents (Helpdesk Engineers, Parts & Logistics Specialists) to deliver high-quality service to dealers and customers. Ensure team performance, operational excellence, and continuous improvement in line with project objectives.
Key Activities and Responsibilities
- Supervise and coach a team of frontline agents (technical, and parts).
- Monitor team performance against KPIs and SLAs.
- Conduct regular one-on-one meetings, performance reviews, and feedback sessions.
- Provide training, guidance, and support to team members.
- Handle escalated cases and complex issues from agents.
- Ensure adherence to processes, policies, and quality standards.
- Coordinate with other Team Leaders and departments for cross-functional collaboration.
- Analyze performance data and implement improvement actions.
- Support recruitment, onboarding, and development of team members.
- Report on team performance, challenges, and achievements to management.
Experience:
- Experience in Problem-solving, fault-finding, and resolution.
- Experience in a diagnostic environment and troubleshooting technical issues.
- Depending on the Helpdesk, Qualified to Senior/Master Technician/IT Qualification.
- Customer service experience.
- Experience in Team leadership.
- Minimum 5 years experience supporting remote office and end users.
Knowledge:
- Automotive aftersales operations with focus on Technical Helpdesk (THD) and Parts & Logistics.
- KPI/SLA frameworks for dealer support, case handling, and parts service levels (fill rate, order accuracy, lead time).
- OEM policies, procedures, and systems used by Helpdesk and Parts teams (technical knowledge bases, DMS/ERP, ticketing/CRM).
- Escalation workflows, case lifecycle, and quality standards in technical support and parts processes
- Warranty/parts interactions: causal part identification, returns/traceability, pre-approval impacts on parts flow.
- Workforce management principles: coaching, performance management, skills matrices, scheduling.
- Customer experience metrics and principles (CSAT, first-contact resolution, fix-it-right-first-time).
Technical Skills:
- Team leadership across THD and Parts frontline functions; coaching, performance reviews, and skills development.
- KPI/SLA monitoring and reporting; ability to build, interpret, and act on performance dashboards
- Case management excellence: backlog control, prioritization, and escalation of complex technical/parts issues.
- Process definition and improvement (SOPs, checklists, playbooks) and cross-functional handoffs between THD and Parts.
- Data-driven operations: root-cause analysis, trend detection, corrective/preventive action planning.
- Working knowledge of OEM systems: technical knowledge bases, OEM parts catalogues, DMS/ERP, ticketing/CRM tools.
- Quality and compliance checks on technical advice, order handling, returns, and parts traceability.
- Workforce enablement: training plans, knowledge management upkeep, coaching on case/parts handling standards.
- Coordination with Technical Support, Parts & Logistics, Quality, Finance, and OEM stakeholders.
Core Skills:
- People leadership: coaching, feedback, motivation, and conflict resolution.
- Clear, concise communication tailored to technicians, parts staff, dealers, and senior stakeholders.
- Customer-centric mindset with ownership of outcomes and service recovery where needed.
- Analytical problem solving; structured thinking under pressure and in high-volume environments.
- Planning and prioritization; manages shifting priorities while meeting deadlines and SLAs.
- Collaboration and influence; drives alignment and effective cross-team handoffs (THD ↔ Parts).
- Continuous improvement mindset; proactively identifies gaps and implements sustainable fixes.
- High attention to detail and consistency in applying policies, procedures, and quality standards.
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
- Repair Optimization & Compliance
- Learning Solutions
- Distribution & Sales Performance
Our proven track record means that we now partner with almost every car manufacturer on the market.
The MSX Purpose
To empower Movers and Makers to thrive in our ever-changing world
The MSX 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 MSX 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 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.
