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Title:  Automotive Field Service Engineer

Location: 

Milan, 25, IT

Date:  Jun 9, 2021

Who we are looking for:

We are currently looking for a Automotive Field Service Engineer that takes care of the analysis, the management and resolution of critical technical issues that have been already managed by the Technical Help Desk but require action at one of the workshop located in the assigned area including north, central or south Italy. They supports the National Sales Company in raising Customer Satisfaction by Fixing Right First Time (FIRFT) through the provision of prompt technical assistance and complete and accurate resolution information.

 

Duties and Responsibilities

  • Manage Technical office and email cases for the assigned dealers with appropriate quality and timeliness to prevent or immediately solve any customer complaint;
  • Provide technical support to dealers requests;
  • Give complete, clear and full explanations supported by technical documentation when available;
  • Coach dealers on repair processes;
  • Identify critical repairs and visit dealers to support them during the diagnosis and repair phase, subsequently provide immediate and efficient visit report to all the people involved;
  • Plan and follow up the monthly agenda as agreed with the overall Service Team;
  • Escalate every major issue to Technical Support team coordinator with all the detailed information to manage the case with HQ or the factory;
  • Manage a list of critical dealers with the aim of improving the overall capability and customer service levels;
  • Map network processes from acceptance to delivery, focus on diagnosis and repair capability;
  • Identify the areas to be changed and improved together with the associated recovery actions and timing, including coaching and training if needed;
  • Involve Dealer Senior Management in order to achieve the required results;
  • Carryout follow up reviews in order to manage progress to a satisfactory conclusion;
  • Address every action to improve customer satisfaction;
  • Escalate any major non-compliances to Service Manager and Field Manager and recommend corrective actions;
  • Support all the After Sales Department on technical related topics to ensure customers' satisfaction;
  • Strictly cooperate with all the After Sales teams, including Warranty and Customer care to speed up case closure.

 

Requirements:

  • Degree in engineering (automotive related);
  • At least 5 years within the automotive industry;
  • Being able to work under pressure and deliver results to agreed timescales;
  • Stakeholders management and building relationships at all levels;
  • Proven ability to make sound business decisions;
  • Customer oriented;
  • High level of technical competences;
  • High level of behavioral competences such as well organized, reliable and motivated, autonomous and proactive;
  • Collaborative approach;
  • Strong influencing and communication skills;
  • Problem solving;
  • Knowledge of Microsoft Office package;
  • Fluent Italian and English.

Location

Field throughout Italy (North, central or South Italy). 

How to apply:

MSX International is a leading, global provider of technology-enabled business process outsourcing (BPO) services to automotive manufacturers

For more than 25 years, MSX International has worked closely with vehicle manufacturers around the world. MSX has decades of experience and more than 5000 industry experts in 80 countries.

We help our customers maximize value and achieve measurable success through an innovative portfolio of automotive business solutions and services.

We combine our deep industry expertise with cutting-edge technology solutions to help our automotive customers increase revenue and reduce cost, while enhancing operational efficiency and customer satisfaction.

 

At MSX, our goals are to help our customers reach their full potential and to excel as their global partner of choice.

Our company offers innovative business solutions across five areas of focus:

  • Warranty and Technical
  • Parts and Service
  • Channel Management
  • Fleet and Mobility
  • Customer Engagement

 

MSX Ricerca e Selezione, an MSX International Group company, is a recruiting and selection firm appointed by the Italian Welfare authorities supporting, as business partner, MSXI and all the players in the automotive business segment (OEM, NCS, Dealer and other) in identifying and developing talented people. 

 

 

MSX International is a company that guarantees equal opportunities and is positively committed to building a truly diverse workforce. This announcement is addressed to both sexes, according to the laws 903/77 and 125/91, and to people of all ages and all nationalities, according to the legislative decrees 215/03 and 216/03.

Only selected candidates will receive a direct response.

 

 

#LI-DNI


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