Warranty Helpdesk Engineer

MSX has been a trusted partner to leading vehicle manufacturers, their retailers, and mobility organizations globally for more than 30 years. Our unwavering commitment is to help our clients transform their businesses and effectively manage operations in the areas of: Sales Performance; Repair Optimization and Compliance; Parts and Accessories Sales Performance; and Consumer Engagement.

With our global teams, industry expertise, and the power of technology, we design and deliver tailored, sustainable, and innovative solutions and services that help our clients optimize their operations and captivate their customers.

Role Purpose

To provide essential customer support for one of our longstanding automotive partners a leading global vehicle manufacturer.

Working with the dealer network to review multiple customer warranty claims and record findings in a bespoke tracking tool.

Role Scope

• Accept and attempt to resolve enquiries from Customer Dealers (and Customer personnel)
• Record data as required into a bespoke computer application.
• Liaise with Customer Engineers / Staff on all issues associated directly with Prior Approval Helpdesk, obtaining clarification from the Team Leader / Project Management if required
• Write and circulate data to other Helpdesk Engineers / Field Engineers / Project Management / Customer Dealer Staff
• Liaise with Team Leader / Project Management on Vehicle Case Histories, trends, and analysis.
• Liaise with Dealership personnel at all levels.
• Participate in training / product information exchange with appropriate data sources.

Experience

• Previous customer service experience
• Experience in Aftersales (desirable)

Knowledge

An understanding of the mechanics of a modern motor vehicle (essential)

Skills

• Computer literate (Microsoft Office)
• Ability to listen and communicate technical advice to the customer.
• Polite and courteous customer service skills
• Able to work with minimal supervision and therefore need to be strong self-starter.

Attributes

• Passionate about the automotive industry and eager to build a career.
• Logical thought processes
• Inquisitive
• Capable of non-leading questioning
• Adaptable
• Flexible approach to work
• Interpersonal

Working Pattern and Location

• 40 Hours per week
• Permanent
• Monday-Friday
• Location: Colchester / Hybrid Working

Package

Up to £30,000 per year

25 days annual leave entitlement

Company contributory pension plan

Cashback healthcare scheme

Life Assurance

Car Salary Exchange Scheme

You can learn more about MSX International on our website: MSX International

JBRP1_UKTJ