Automotive Technical Diagnostic Agent

ppbMSX /bhas 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. /ppWith 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. /ph3Job Description /h3pThe bTechnical Helpdesk Engineer /bprovides advanced technical support to dealer networks, acting as a subject‑matter expert for complex diagnostic and repair issues. The role collaborates closely with Level 1 support, Technical Departments, Engineering, Quality, and suppliers to resolve escalations, reduce repeat repairs, and improve post‑sales service quality. /ppThis position directly impacts customer satisfaction, service lead times, first‑time‑fix rates, and dealer efficiency. /ph3Key activities and responsibilities: /h3ulliServe as the primary point of contact for Level 2 technical escalations from dealers and Level 1 support. /liliDiagnose complex vehicle issues using OEM diagnostic tools (e.g., Diagbox, wiTECH) and interpret electrical schematics to guide accurate repairs. /liliProvide expert guidance on one or more domains: chassis/body, telematics and multiplexing (including OTA updates), low‑emission vehicles (LEV/PHEV), gasoline/diesel powertrains, and transmissions. /liliCoordinate with Engineering, Quality, and suppliers to validate root causes, define corrective actions, and contribute to field fixes and technical bulletins. /liliAnalyze case trends to identify systemic issues; recommend preventive measures and knowledge base updates. /liliSupport dealer workshops with structured troubleshooting steps, repair procedures, and parts recommendations to improve first‑time‑fix. /liliCreate and deliver technical communications and training (remote and on‑site) to elevate dealer technical capability. /liliMaintain accurate case documentation, including diagnostics performed, measurements, test results, and repair outcomes. /liliMonitor KPIs (case resolution time, repeat repair rate, customer satisfaction, warranty cost impact) and drive continuous improvement initiatives. /liliEnsure compliance with safety, quality standards, and OEM procedures during all support activities. /liliCollaborate cross‑functionally to improve serviceability of new products and contribute feedback to product development. /li /ulh3Qualifications /h3ulliProven experience in automotive aftersales and advanced technical diagnostics within dealer or OEM environments. /liliTrack record resolving complex, multi‑system faults and guiding workshop teams through structured diagnostics. /liliExperience collaborating with engineering, quality, and supplier teams on field issues and corrective actions. /liliBackground in creating technical guidance, training content, or knowledge base articles is a plus. /liliStrong practical and theoretical understanding of modern automotive systems and diagnostics workflows. /liliProficiency with OEM diagnostic platforms and procedures (e.g., Diagbox, wiTECH). /liliAbility to read and interpret electrical wiring diagrams and technical documentation. /liliDeep knowledge in at least one of the following domains: /liliChassis and body systems /liliTelematics, CAN/multiplexing, and Over‑The‑Air (OTA) update processes /liliLow‑emission vehicles (LEV, PHEV) high‑voltage systems and safety /liliGasoline/diesel engines and transmissions (mechanical/electronic control) /liliWorking knowledge of warranty processes, service quality KPIs, and dealer operations. /liliGood command of English; additional languages are an advantage. /liliAdvanced diagnostics using Diagbox/wiTECH and related OEM tools; data logging, ECU interrogation, and fault tree analysis. /liliElectrical diagnosis: schematic interpretation, multimeter/oscilloscope measurements, signal analysis. /liliSoftware update and configuration procedures, including OTA readiness and rollback concepts. /liliUse of technical information systems, service portals, and case management tools. /liliRoot cause analysis methodologies (e.g., 5‑Why, Ishikawa) and structured troubleshooting. /liliCompetent with MS Office/Google Workspace for reporting and technical documentation. /liliCustomer and cost sensitivity with a focus on first‑time‑fix and minimizing repeat repairs. /liliExcellent communication: ability to synthesize complex technical issues into clear, actionable guidance for workshop personnel. /liliStrong organizational skills and coordination across multiple stakeholders and concurrent cases. /liliTraining and coaching mindset; capable of delivering concise, impactful technical sessions. /liliAutonomy and accountability in case ownership, with proactive follow‑up until resolution. /liliAnalytical thinking, problem solving, and attention to detail under time constraints. /liliTeamwork and collaboration in a cross‑functional, international environment. /li /ul /p #J-18808-Ljbffr