Automotive Helpdesk Agent

Job Description

In this role, you’ll be at the center of complex diagnostic repair cases, tackling issues that demand deep technical insight, structured thinking, and creativity. You won’t just fix what’s broken; you’ll analyze root causes, connect signals others might miss, and design solutions that actually last. Every case is a puzzle. Some are highly technical, others ambiguous, and many unlike anything you’ve seen before.

That’s what makes the work exciting. You’ll collaborate with skilled colleagues, leverage cutting‑edge tools, and apply your expertise to situations where your judgment truly matters.

On a daily basis you will be:

• Contributing to customer satisfaction within the regional area of responsibility by answering support requests and delivering high-quality diagnostic and repair service;
• Following the repair process and monitoring success thereof, analyzing and reporting on gaps and advising on how to fill them;
• Reviewing existing processes to increase quality and will report performance of dealers on escalated cases, and always adopt ways of working to customer needs;
• Communicating with retailer staff, helping and coaching them, finding the root cause for technical deviations, preventing future need for support and documenting complex technical issues for the central organization;
• Building relationships with retailers and the customers, continually improving the effectiveness of the function.

This role is made for you if you are an experienced automotive technical engineer, who has a passion for cars and delivering exceptional customer experience.

This role is made for you if you…

• are trained and certified to ‘Master Technician’ status or equivalent
• have (electrical) diagnosis skills and experience
• have high voltage/EV experience (desirable)
• can investigate, report on, and diagnose complex vehicle systems, either “hands on” or remotely
• thrive in a fast-paced environment and can focus on multiple tasks and deadlines at the same time

Working pattern and location:

• Full time (Monday – Friday)
• Based in Coventry

What we can offer you:

• Competitive Salary up to £42.170
• Company Laptop
• Other company benefits include:
  • 25 days annual leave
  • Company contributory pension plan
  • Cash back health care scheme
  • Life assurance
  • Car salary exchange scheme
• Potential to progress within the company, with global opportunities updated regularly.

MSX is an equal opportunities employer and encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, neurodiversity or other personal characteristics and backgrounds, age, sexual orientation, gender reassignment, religion or belief, or marital and parental status. As users of the Disability Confident scheme, we interview all disabled applicants who meet the minimum criteria for the vacancy.