Lead Technical Support Specialist

2 weeks ago

Los Angeles, California, United States MSX International Inc. Full time
Position: Technical Advisor Team Lead

Employment Type: Full-time with Benefits

About Us

With over 25 years of experience, MSX International is a trusted partner for top automotive brands globally. We assist in enhancing their operations and customer experiences through innovative solutions in Repair Optimization, Learning, and Insights. Our extensive team of over 5,000 professionals across more than 80 countries delivers unparalleled expertise, combining industry knowledge with advanced technology to help clients maximize revenue, minimize costs, and improve customer satisfaction. Our mission is to empower our clients to achieve their highest potential and to be their preferred global partner.

Are You Ready for a New Challenge?

If you possess a background in managing a dynamic, multidisciplinary team, we may have the ideal opportunity for you.

What We Seek:

  • Are you currently or have you previously held ASE certification as a technician?
  • Do you enjoy mentoring and guiding a team of Technical Advisors and Technicians?
  • Are you comfortable assigning tasks and serving as the primary resource for your team?

If your responses are affirmative, MSX International could have the right role for you. We are expanding one of our flagship programs and are in search of a Team Lead to oversee a group of automotive technical specialists. This role involves troubleshooting technical challenges, advising dealerships, ensuring first-time fixes, and collaborating with various OEM departments. Your daily responsibilities will include local travel to designated dealerships, training Technical Advisors and Technicians, delegating tasks, supervising daily operations, reporting on KPIs, and resolving issues.

Key Responsibilities of the Lead Technical Advisor:

  • Supervise, mentor, and train Technical Advisors
  • Possess comprehensive knowledge of skilled automotive technician duties
  • Facilitate discussions and meetings, acting as a subject matter expert
  • Focus on minimizing buybacks through timely and accurate repairs
  • Provide consultations to dealerships regarding repair order documentation, service agreements, and facility evaluations
  • Enhance customer experience and increase 'fixed first visit' cases
  • Monitor and report on team KPIs

What We Offer:

  • Full-time position with benefits starting the first of the month following 30 days of employment
  • Comprehensive benefits package including Health, Rx, Dental, Vision Insurance, 401k Savings Plan, Health Savings Account, Disability Insurance, and employee discounts
  • Hybrid work model: approximately 3 days of fieldwork with local travel and 2 days of remote work per week, with minimal weekend obligations
  • Monthly car allowance
  • Paid standard US holidays and vacation time

Required Qualifications:

  • Minimum of 5 years of automotive experience; current ASE certification preferred, but previously certified candidates will be considered
  • Experience in team leadership
  • Proven track record in training, coaching, and mentoring
  • Highly motivated, analytical thinker, adaptable, and self-sufficient with a focus on delivering measurable outcomes
  • Willingness to travel locally/regionally to dealerships
  • Ability to analyze and document vehicle case updates using Microsoft Excel
  • Proficient in communicating technical information across all levels
  • Skilled in data analysis and creating custom reports using provided templates
  • Proficient in MS Outlook, MS Word, MS Excel, and MS PowerPoint
  • Capable of working independently and managing 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, veteran status, age, or any other characteristic protected by law.

The salary range for this position reflects a variety of factors considered in compensation decisions, including skill sets, experience, training, and other organizational needs. The disclosed range may not account for geographic differentials associated with the position's location. Typically, it is uncommon for individuals to be hired at the top of the range for their role, and compensation decisions depend on the specific circumstances of each case. A reasonable estimate of the current range is $90k to $110k based on experience.

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