About this role
Job Purpose:
Provide technical assistance, instruction, and programming support (on-line, phone, visit) to dealers by resolving vehicle repairs which dealer technicians are having difficulty to diagnose and/or repair. Provide specialized support for new product launches.Daily analysis of VOC related to service quality and take appropriate action to avoid re-occurrence for wrong diagnosis issues at dealers.Implement process for Fix it right by initiate training programme at dealersPrepare NTL at dealers (GTSS, daily pending vehicle for diagnosis)Principal Accountabilities:
Analysis of Non-F1 cases at dealers, perform cause analysis and implement countermeasure with horizontal deployment to regional dealersPrepare countermeasure sheet for Non F1 cases and educate dealers on same Implement F1 good practice at dealersClear long pending vehicle waiting for diagnosisPerform Deep dive in dealer process and make action plan for all negative VOCValidate dealer level action plan and give training for further improvementPrepare training module base on available GTSS database and need for NTLMonitor, gather and provide recommendations for issues regarding product and technical support functions that affect diagnostics, quality, literature, tooling, computer communications, etc. which need to be addressed and/or resolvedAnalyse dealer requirement and support in correct diagnosis and repairRemote online supportDealer visits B.E or Diploma (Automobile/Mechanical)
8-10 years of Relevant Experience
Experience to manage multiple dealership of OEMExpert in VOC analysis and making PDCA to impart Fix it right first-time processNational or state level winner in Technician skill contest (added advantage)Hands on experience on vehicle diagnostic and repairTechnical knowledge on vehicle aggregates (mechanical and electrical)Practical experience on latest vehicle technologies (CAN diagnostics, Hybrid, Electric)Analytical and conceptual thinkingGood experience in understanding and grasping the VOC from dealersHave experience to impart training to dealers techniciansMSX International has been a trusted partner to leading automotive OEMs and mobility companies worldwide, providing strategic support to transform retail operations. With a strong foundation built on Dealer Performance Improvement, Repair Optimization, and Consumer Engagement, we empower businesses by integrating people, processes, and technology to drive measurable success. As the mobility industry undergoes rapid transformation, MSX International stands as a catalyst for innovation, equipping clients with cutting-edge tools and deep industry expertise to navigate evolving market dynamics. MSX International remains the go-to partner for leading automotive OEMs, offering innovative, research-driven strategies to elevate retail operations and accelerate business growth.