Technical Helpdesk Specialist Dutch and French speaking

Do you have a strong interest in automotive engineering, with a proactive, customer-oriented attitude and good communication skills? Then we have a unique opportunity for you!

We are now recruiting for the position of Technical Helpdesk Specialist to be responsible for supporting retailers and independent workshops with diagnostic and repair support.

The Technical Helpdesk Support Agent Specialist has the role of identifying educational needs and fill competence gaps at retailers, and escalating cases when needed. As part of a team of technical specialists, you are responsible for technical support for workshops in the Belgium market, enabling the best possible service to customers.

What’s in it for you?

The responsibilities provide a positive atmosphere to train and educate the people who will deliver support to customers, therefore this is a role for a passionate Technical Specialist to make a lasting difference through identifying training needs, building relationships, while keeping the customer in mind. This is an opportunity to be a valued team player, to share your technical expertise, develop your communication skills and make a difference!

On a daily basis you will be:

• Allocated on all TS types or to some selected (working on TS, TTS, TC), and filtered on specific areas / categories
• Analyze the request and identify the root causes and main technical or diagnostic issues.
• Provide accurate technical assistance and diagnostic direction for resolving Dealers’ concerns
• Problem solving techniques
• Diagnostic process
• Research Technical documentation, manuals, or existing cases resolution database
• Manage inbound and outbound calls from/to the dealers related to open cases
• End to end cases resolutions
• Ownership of cases until the final resolution or escalation
• Point of contact for Dealer technicians if the case is directly assigned or to Agents in case of internal escalations
• Record all cases’ up-to-date information and progresses
• Follow up on existing cases (backlog management)
• Continuous improvement:
• Communicate product issues
• Escalate cases to Coordinator in case of needs
• Assign cases to Experts, by adding relevant comment in English on the TSARA case, in case of areas involved in the NSCs/ AG Back-Desk / PMP escalations
• Before assigning / escalating cases:
• Ensure the information of the analysis done
• Complete the information needed
• Send back the case in case of unnecessary escalations

Who are you?

• Strong knowledge on vehicle mechanical, electrical, computer system.
• Good root causes investigation methods
• Good understanding and use of measuring tools result data (i.g. multimeter, oscilloscope, flatness gauge, dial gauge, fillet gauge, micrometer …etc.)
• Able to read technical drawing
• Knowledge of BMW diagnostic and repair tools and Dealer information software
• Knowledge of the BMW TS Systems
• Analytic skills
• Basic PC software knowledge including Windows Suite
• Strong Oral and written Communication skills
• Teamworking, Initiative and independence
• A flexible and yet structured and logical approach
• Ability to handle multiple tasks, think and plan ahead and build in contingencies

Competencies/ Other skills:
Excellent problem-solving skills coupled with the ability to understand complex information and assess requirements
Results oriented
Customer oriented
Team player
Organized
Diligent

Languages:
Fluent in English, Dutch and French

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.