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Lead Technical Support Specialist
2 months ago
Employment Type: Full-time with Benefits
About Us
With over 25 years of experience, MSX International has established itself as a trusted partner for premier automotive brands globally. We assist these brands in enhancing their operations and transforming their businesses in areas such as Customer Experience, Repair Optimization, Learning, and Insights. Our mission is to empower our clients to deliver exceptional value to their customers. Our workforce of over 5,000 professionals spans more than 80 countries, providing unparalleled industry expertise. By integrating our extensive knowledge with innovative technology solutions, we help our automotive clients boost revenue, minimize costs, and improve operational efficiency while enhancing customer satisfaction. Our aim is to support our clients in achieving their maximum potential and to be their preferred global partner.
Are You Ready for a New Challenge?
If you possess a background in leading dynamic, multidisciplinary teams, we may have the perfect opportunity for you.
What We Seek:
- Are you currently or have you ever been an ASE certified technician?
- Do you enjoy mentoring and guiding a team of Technical Advisors/Technicians?
- Are you comfortable delegating tasks and serving as the primary resource for your team?
If you answered yes to the above questions, MSX International may have the ideal position for you. We are expanding one of our key programs and are in search of a Team Lead to oversee a group of automotive technical experts who will troubleshoot technical challenges, advise dealerships, contribute to first-time fixes, and collaborate with various OEM departments. Your daily responsibilities will include local travel to designated dealerships, training Technical Advisors/Technicians, assigning tasks to the team, supervising their daily operations, reporting on their KPIs, and resolving issues.
Key Responsibilities of the Lead Technical Advisor:
- Lead, supervise, and train Technical Advisors
- Possess comprehensive knowledge of all responsibilities of a skilled automotive technician
- Facilitate discussions, meetings, and act as a subject matter expert
- Focus on minimizing buybacks through timely and accurate repairs
- Provide dealership consultations on repair order documentation, service agreements, and facility assessments
- Enhance customer experience and increase 'fixed first visit' cases
- Report on team KPIs
What We Offer:
- Full-time position with benefits starting the first of the month following 30 days of employment
- Benefits include Health, Rx, Dental, Vision Insurance, 401k Savings Plan, Health Savings Account, Disability Insurance plans, and employee discounts
- Hybrid work model: 3 days of fieldwork with local travel and 2 days of remote work per week on average with minimal weekend work
- Monthly paid car allowance
- Paid standard US holidays and vacation time
Required Qualifications:
- A minimum of 5 years of automotive experience required; current ASE certification is preferred, but previously certified individuals will be considered
- Experience in team leadership
- Experience in training, coaching, and mentoring
- Highly motivated, analytical thinker, adaptable, and self-sufficient with the ability to deliver measurable outcomes
- Willingness to travel locally/regionally to dealerships
- Ability to analyze and document vehicle case updates using Microsoft Excel tools
- Capability to communicate technical information effectively across all levels
- Proficiency in analyzing data and creating custom reports using provided templates
- Competence in using MS Outlook, MS Word, MS Excel, and MS PowerPoint
- Ability to work independently and manage a progressive workload in a fast-paced environment
MSX International is an Equal Employment Opportunity Employer committed to fostering a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, and protected veteran status, age, or any other characteristic protected by law.
The salary range for this position considers a variety of factors in making compensation decisions, including but not limited to skill sets, experience, training, and other business needs. The disclosed range estimate may not have been adjusted for geographic differentials associated with the location of the position. At MSX International, it is uncommon for an individual to be hired at the top of the range for their role, and compensation decisions depend on the specific facts and circumstances of each case. A reasonable estimate of the current range is $90k to $110k based on relevant experience.
