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Automotive Field Service Engineer

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Data: 9-giu-2022

Luogo: Rome, 62, IT, 00100

Società: MSX INTERNATIONAL

Who we are looking for

We are currently looking for an Automotive Field Service Engineer to join our team dedicated to one of our Customer, an Automotive Premium Brand. They will take care of the analysis, the management and the 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 support 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.

 

Working pattern

Field throughout Italy

 

About MSXI

MSX International Group is the leading global provider of outsourced business solutions for the automotive industry. MSXI’s deep industry expertise combined with advanced data analytics and custom software solutions improve the performance of automotive dealership networks by increasing revenue, reducing cost, and enhancing customer satisfaction. With over 6,000 employees based in more than 80 countries across the globe, our teams provide industry-leading expertise that spans:   

 

  • Warranty & Technical
  • Parts & Service 
  • Retail Performance Management 
  • Customer Engagement 
  • Fleet & Mobility 

 

Building trust since 1931, our proven record of accomplishment means that we now collaborate with almost every car manufacturer on the market. To learn more about MSXI, please visit https://careers.msxi.com.

Our talented employees are helping us to exceed our ambitious growth plans year on year, so if you think you have what it takes to make MSXI the partner of choice, apply now.

 

If you are interested in this job opportunity, please apply on https://careers.msxi.com, where you can learn more about us or send your resume to Italy_recruitment@msxint.com adding the job reference to the e-mail’s subject.

Have a look at the information on data processing and make sure you give consent to data processing for the purpose of the recruitment’s process, according to the General Data Protection Regulation 679/2016 (GDPR)

 

You can also contact our Talent Acquisition team at the human resources references below:

 

Viale Alexandre Gustave Eiffel 13-15

00148 Rome

Tel: 06 916371

 

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 Ricerca e Selezione, as business partner, has been appointed to perform the personnel search whose details are listed above. 

 

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. 

 

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