Automotive Technical Helpdesk Specialist

At MSX we exist to empower movers and makers to thrive in an ever-changing world, by harnessing our expertise and creativity to deliver an exceptional service powered by technology and innovative solutions.

Purpose of the role:

• Provide parts, technical, and diagnostic support, as well as related repairs to various users, ensuring prompt resolution of technical cases and minimizing repeat repairs.
• Deliver diagnostic assistance, technical information, and recommendations—primarily through the ticketing system, but also by phone—to Dealers, Approved Repairers, and Independent Operators, supporting them in resolving issues and achieving a “fix-it-right-the-first-time” approach.
• Record details of all interactions to provide feedback to the OEM, contributing to product improvement (design, development, and manufacturing) and enhancing AR Technical Support processes.

Key responsibilities:

• Provide technical support across various systems, focusing on parts and diagnostics and root cause analysis
• Guide dealers through repair processes and ensure accurate case documentation
• Own cases from initiation to resolution or escalation, maintaining clear and professional communication.
• Research technical documentation, manuals, and resolution databases to support problem-solving.
• Collaborate with dealer technicians and internal agents to resolve complex technical issues.
• Monitor and manage backlog by following up on open cases.
• Build strong relationships with retailers and workshop teams to improve service effectiveness.
• Contribute to customer satisfaction by delivering high-quality diagnostic and repair support.

Ideal Experience, Knowledge & Skills:

• An automotive professional with a technical background Dealer workshop experience to Senior or Master Technician level Customer service experience.
• Strong knowledge on vehicle mechanical, electrical, computer systems and parts.
• Good understanding and use of measuring tools result data (i.e. multimeter, oscilloscope, flatness gauge, dial gauge, fillet gauge, micrometer …etc.).
• Thorough knowledge of all aspects of modern vehicle systems and repair processes, particularly up-to-date electronics.
• Strong knowledge of vehicle mechanical, electrical, and electronic systems.
• Proficiency in diagnostic procedures and fault code interpretation using OEM tools.
• Experience with CAN bus communications, ECUs, sensors/actuators, and control modules.
• Skilled in using measurement tools (multimeter, oscilloscope, clamp meter) and interpreting results.
• Ability to read and apply wiring diagrams, service manuals, and TSBs.
• Familiarity with OEM technical platforms and knowledge bases.
• Competence with ticketing systems for case logging, triage, and resolution tracking.
• Customer orientation with a service mindset toward Dealers/Approved Repairers and Independent Operators.
• Language skills: fluent Italian and English