Manager Technical Delegate Team

Responsibilities

• Ensure achievement of project KPIs (quantitative and qualitative) related to Technical Delegate activities in the country.
• Build, maintain and communicate a clear local governance model (activity calendar, information flows, roles and responsibilities).
• Plan and monitor the Technical Delegates' visit schedules and field interventions, ensuring adequate coverage and prioritization.
• Analyze team performance reports and implement improvement plans.
• Ensure compliance with MSX and the client, brand, safety and quality standards in all network activities.
• Coordinate the local implementation of new project initiatives or process updates defined by central MSX/Client teams.
• Identify and share with the Client improvement proposals, process innovations and opportunities to extend or enhance services.
• Act as the primary operational interface for the Client in the country on all topics related to the Technical Delegate team.
• Prepare and lead regular meetings with the Client (steering committees, operational reviews, performance reviews) presenting analysis, results, issues and action plans.
• Develop and maintain a country business plan aligned with the overall objectives of the project.
• Translate Client needs into clear operational requirements and priorities for the Technical Delegate team.
• Support the Client in the definition and launch of tactical initiatives (technical campaigns, focus on critical areas, new KPIs, etc.).
• Lead, motivate and support the country Technical Delegate team.
• Conduct regular performance reviews and define individual and team development plans.
• Ensure effective onboarding of new Technical Delegates and plan continuous training.
• Monitor team workload and ensure balanced distribution of activities, territories and case complexity.
• Promote a culture of collaboration, knowledge sharing and continuous improvement within the team.
• Produce clear and concise reporting on country performance (KPIs, trends, root causes of non-conformities, lessons learned).
• Use data and analytics to identify improvement areas, define corrective actions and monitor their impact.
• Contribute to the definition and refinement of reporting tools and performance standards for Technical Delegates.
• Share best practices across countries (where applicable).

• Solid experience (typically 3–5 years) in managing projects or programs in the automotive sector (after-sales, technical support, field operations, training or similar).
• Experience in coordinating field teams (field force, network consultants, technical specialists, auditors or equivalent).
• Experience in managing B2B client relationships and multiple stakeholders at country level.
• Experience in producing management reports and performance analysis (KPIs, basic budget/forecast inputs, action plans).
• Experience in process improvement projects and/or in launching new programs or services (desirable).
• Previous technical or technical-commercial experience in a dealership, importer/NSC, or OEM environment (strongly preferred).
• Strong knowledge of the automotive sector, with specific focus on after-sales (service, diagnosis, warranty, technical support, customer satisfaction).
• Good understanding of dealer network operations and the dynamics between OEM, Importer/NSC and Dealer.
• Knowledge of basic project management principles (project life cycle, planning, monitoring, risk and issue management).
• Knowledge of KPI management (definition, monitoring, data interpretation, impact on business performance).
• Understanding of quality and safety standards applicable to the automotive working environment (e.g. workshop procedures, health & safety).
• Good command of English (written and spoken) to interact with the Client and international MSX structures.
• Advanced use of reporting and data analysis tools (e.g. Excel, dashboards, basic BI tools) to monitor team performance and project KPIs.
• Proficiency in the main MS Office applications (PowerPoint, Excel, Word) for producing structured presentations and documentation.
• Familiarity with automotive information systems (DMS, diagnostic tools, OEM technical portals, warranty systems, CRM) is considered a strong plus.
• Ability to set, read and interpret technical and operational KPIs (e.g. first-time fix rate, resolution lead time, NPS, repeat repair rate).
• Ability to structure and manage project plans (Gantt, milestones, risk & issue logs) using appropriate tools (e.g. MS Project, Planner or equivalent).
• Project Management:
  Effectively manages the end-to-end execution of country-level initiatives, planning activities, resources and timelines, monitoring progress and implementing corrective actions where needed.
• Stakeholder Management:
  Builds and maintains strong, collaborative relationships with the Client, the dealer network and internal MSX teams, understanding the needs and priorities of each stakeholder.
• Leadership & People Management:
  Leads the Technical Delegate team by providing clear direction, constructive feedback and ongoing support; is able to…