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Market Leader (m/w/d) - TS Level 2 Manager (Automotive)

Date: 23-Nov-2022

Location: BY, DE


Who are we?

MSX is a leading technology-enabled business process outsourcing company that provides state of the art solutions and services to automotive business in more than 80 countries. For over half a century, our strategic solutions have helped car manufacturers and their dealer networks thrive within the evolving automotive industry.


Working at MSX means being part of a motivated, successful team.
We focus on three key principles: empowering our people to contribute to company development; creating systems and processes that support organizational and personal growth; and fostering people’s growth by promoting an entrepreneurial approach to work.


We are currently looking for a Market Leader - TS Level 2 Manager (m/w/d) who is responsible for the Specialist team and the Flying Doctor activity. He steers the team based in Germany, Budapest, or any other remote location, ensuring the correct service delivery, productivity and quality, and the correct support to the internal and external escalations.


The role optimizes the Team, by organizing the daily activities, the workload plan, assessing the individual capabilities, identifying the gap to fulfil the needs, and scheduling the needed plan to increase knowledge and product, areas and categories flexibility. He also optimizes and ensure the visit scheduling of Flying Doctors to the Dealers for on-site case support.


Duties and responsibilities


  • Ensure Technical Support Specialist productivity on cases
  • By leveraging on the Team Coordinators ensure the correct Quality alignment and escalation process of all the agents involved in the HUB
  • Daily control and balance the workload of every agent
  • Provide a performance overview to the agents monthly – volumes & quality
  • Provide new Specialists coaching and initial induction training on procedures and organization
  • Provide and organize internal training, including promotion of Training needs to the HUB agents (quality checks), by communicating the escalations quality
  • Manage and solve critical situation encountered by the Specialist and the Flying Doctors
  • Support technical checklist
  • Support and steer the weekly operational alignment on Items, specific cases, escalations
  • Develop and share action plan to improve productivity, quality, team working
  • Continuously monitor Backlog and response time to rebalance priorities
  • By reviewing the cases escalated to the Flying Doctors, ensure the correct activities and the optimized schedule of the on-Dealer site visits
  • Ensure the correct reporting of the Flying Doctor visits
  • Monitor and support the allocation of the Specialist to the BackDesk cases


What do we require from you?


  • Mechanical Engineering studies
  • Dealership experience
  • Lean training 
  • Automotive Technical Support experience in all Service areas (TS, TTS, TC)
  • Coordination experience
  • Aftersales automotive retailer experience

Why would you choose MSX?


Besides a competitive salary and benefit package, we provide a supportive, inclusive environment. You will have the opportunity to work for a premium car manufacturer.