Company Description
MSX has 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.
With 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.
Job Description
The Flying Doctor Manager acts as the single technical point of contact in-country.
The role coordinates the collection, consolidation, and presentation of technical information and incident feedback, ensures country-impacting issues are recognized and addressed.
The Technical Delegate Manager (Automotive) is responsible for executing on-site and remote missions to accelerate vehicle repair lead times, resolve complex technical incidents, and support service networks in delivering first-time-right fixes. This is a field based position.
The position also leads and steers the local Swift-Dealers team to drive timely resolution of technical cases, elevate customer satisfaction, and optimize cost and service outcomes.
Key activities and responsibilities:
- Serve as the sole in-country technical interface with the regional SSDS team, ensuring clear, timely, and accurate communication.
- Coordinate the creation, submission, and presentation of technical reports, incident summaries, and root-cause insights.
- Execute field and remote missions to support dealerships, authorized repairers, and technical centers across Europe, reducing vehicle downtime and backlog.
- Diagnose and resolve complex technical incidents on customer vehicles, including advanced electrical/electronic and multiplexing faults.
- Analyze issues affecting single vehicles and systemic problems impacting multiple vehicles; provide containment and corrective actions.
- Use OEM diagnostic tools (e.g., wiTECH POD, DiagBOX VCI) to perform guided diagnostics, software updates, reprogramming, and parameterization.
- Interpret wiring diagrams, service manuals, and technical bulletins to identify root causes and define repair methods.
- Produce clear technical reports, incident summaries, and action plans; synthesize findings for engineering, quality, and aftersales stakeholders.
- Contribute to the Technical Assistance process (case management, escalation, and closure), ensuring compliance with KPIs and service levels.
- Coordinate and coach multidisciplinary teams at the point of repair; deliver on-the-job training and knowledge transfer to technicians.
- Feed recurring issues and lessons learned into knowledge bases and continuous improvement loops.
- Ensure safe working practices and cost-aware decision-making throughout diagnostics and repair support.
- Manage tools, equipment, and logistics for missions; maintain accurate records of cases, time, and priorities.
Qualifications
- Previous hands-on experience in vehicle repair/diagnosis within the automotive sector.
- Proven exposure to or collaboration with an OEM/importer or dealer network (direct or indirect experience preferred).
- Experience coordinating cross-functional stakeholders and/or leading technical workstreams.
- Hands-on track record resolving complex electrical/electronic faults and drivability issues using OEM diagnostic platforms.
- Experience coordinating with cross-functional teams (workshop, parts, quality, engineering) and supporting multiple sites or markets.
- Prior exposure to technical documentation, case reporting, and technician coaching/training.
- European field support experience and multi-brand familiarity are a plus.
- Strong theoretical and practical understanding of modern automotive systems (powertrain, chassis, ADAS, body electronics, CAN/LIN/FlexRay, HV systems where applicable).
- Proficient with diagnostic methodologies (fault tree analysis, root-cause analysis, guided diagnostics, software calibration/flash procedures).
- Skilled in reading and applying electrical wiring diagrams, service procedures, and OEM technical documentation.
- Awareness of aftersales processes and KPIs (first-time fix rate, turnaround time, warranty/Goodwill considerations).
- Proficient with OEM diagnostic tools and equipment, including wiTECH POD and DiagBOX VCI; ability to adapt to other OEM tools as required.
- Competence in ECU programming, coding, and configuration; software update workflows and secure gateway access.
- Advanced use of multimeters, oscilloscopes, and measurement equipment for signal tracing and verification.
- Ability to interpret and troubleshoot electrical schematics and network communications (e.g., DTC analysis, live data, bus diagnostics).
- Strong technical writing: concise incident summaries, repair instructions, and knowledge articles.
- Proficient with standard IT tools (laptop-based diagnostics, remote support platforms, ticketing/case systems, MS Office or equivalent).
- Customer focus and cost awareness: balances rapid resolution with quality and cost control.
- Problem solving and analytical thinking: structures complex technical issues, identifies root causes, and defines pragmatic corrective actions.
- Communication: clear, concise verbal and written communication tailored to technicians, service managers, and engineering stakeholders.
- Collaboration and coordination: effectively leads and supports multidisciplinary teams at dealerships and technical centers.
- Training and knowledge transfer: ability to coach technicians, deliver on-the-job training, and produce usable knowledge articles.
- Organizational skills: plans missions, manages time, priorities, and case pipelines across multiple sites and markets.
- Adaptability and open mindset: operates in dynamic, multi-brand environments and adjusts quickly to new tools, procedures, and technologies.
- Initiative and autonomy: works independently in the field, escalating appropriately while driving cases to closure.
- Attention to detail: rigor in diagnostics, documentation, and adherence to safety and quality standards.
- Resilience and stress tolerance: maintains performance under time pressure and during complex or high-visibility incidents.
Additional Information
- CCNL Applicabile: Contratto del Commercio Terziario e Distribuzione Servizi
- Livello 2
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.
