Automotive Technical Specialists Team Leader

Automotive Technical Specialists Team Leader

• Full-time
• Workplace Type: MSXI Office

MSX International supports leading automotive brands worldwide, helping improve repair performance, customer satisfaction, and aftersales operations across
80+ countries
.

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

The Country Project Manager – Level 1 Agent Team is responsible for the successful deployment and performance of the Level 1 Agent operations in their assigned country.

Working on a project of limited scale (annual revenue/budget typically < $1m, team size <
5), the Country Project Manager leads the Level 1 Agent team only, ensuring that processes, KPIs and service quality are fully aligned with both MSX standards and client expectations. The role focuses on:

• Managing the end-to-end delivery of the Level 1 Agent service in-country.
• Coordinating and coaching the Level 1 Agents to secure high quality support to the network.
• Ensuring strong collaboration with the client’s national team, the Technical Delegate organisation and central MSX stakeholders.
• Driving continuous improvement, innovation and incremental revenue opportunities within the Level 1 Agent scope.
• This role is the primary in-country point of contact for project performance related to the Level 1 Agent activities.
• Project delivery and governance – Level 1 Agent scope
• Deliver all agreed project KPIs and key objectives for the Level 1 Agent operations in the country.
• Build, maintain and communicate a clear governance model for the Level 1 Agent service, aligned with the centralframework and with the Technical Delegate area where relevant.
• Conduct and chair regular performance reviews (internal and with the client) focusing on Level 1 Agent service quality, case handling, response times and customer satisfaction.
• Produce, analyse and present clear and concise operational and analytical reports for the Level 1 Agent activity, ensuring performance is tracking against KPIs, SLAs and targets.
• Use performance data and feedback to identify improvement opportunities, define corrective actions and implement improvement plans where performance is below target.
• Oversee quality control of all Level 1 Agent deliverables, assuring adherence to client requirements, MSX business, brand and safety standards.
• Monitor market and network trends (technical, operational and customer-related) that impact Level 1 Agent operations, ensuring the service remains relevant and best-in-class.
• Manage and coordinate the launch and follow-up of tactical campaigns or specific initiatives involving Level 1 Agents in the country.
• Support central MSX and client teams in defining and piloting enhanced Level 1 Agent services and solutions that support future growth of the programme.
• Team leadership – Level 1 Agent team
• Lead, manage and coach the Level 1 Agent team in the country, providing clear direction, priorities and day-to-day operational guidance.
• Set performance expectations and objectives for Level 1 Agents; monitor achievement and provide regular feedback.
• Conduct annual and interim performance reviews for Level 1 Agents, and develop individual development and performance improvement plans.
• Ensure effective onboarding, training and upskilling of Level 1 Agents, in line with MSX and client standards and procedures.
• Ensure consistent use of agreed tools, processes, documentation and knowledge bases within the Level 1 Agent team.
• Foster a culture of collaboration, problem-solving and continuous improvement, encouraging the sharing of best practices across Level 1 Agents and with the Technical Delegate organisation where appropriate.
• Su…