Technical Helpdesk

MSX International; Chennai; On-site; INR 1,400,000 - 2,500,000; Full time

Job summary

MSX International in Chennai seeks a seasoned Vehicle Diagnostics Specialist to provide technical assistance, training, and programming support to dealers, addressing diagnostics challenges and new product launches.

The role focuses on VOC analysis, implementing PDCA to improve first-time fix rates, and leading training initiatives for dealers to raise service quality across a large OEM network. Travel and remote support are involved.

Qualifications

• Proven ability to analyze VOC from dealers and translate into action.
• Hands-on diagnostic and repair expertise on vehicles (mechanical/electrical).
• Experience in training dealers to adopt best practices.

Responsibilities

• Provide technical assistance, instruction, and programming support to dealers for diagnostic challenges and new product launches.
• Analyze non-F1 cases and develop countermeasures for deployment across regional dealers.
• Lead training programs and develop modules based on GTSS data for NTL.
• Monitor issues affecting diagnostics, quality, and tool availability; propose corrective actions.

Skills

VOC analysis

PDCA / Fix it right

Vehicle diagnostics

Analytical thinking

Education

BE or Diploma in Automobile/Mechanical

Job description

Company Description

About MSX Driving the Future of Mobility

At MSX, we partner with the world’s leading automotive and mobility brands to reimagine their operations. We make businesses smarter, more sustainable, and future-ready by combining global talent with cutting-edge technology and AI-powered innovation.

Our Purpose & Vision

Our reason for being is to empower Movers and Makers to thrive in an ever-changing world. We strive to be our clients' first choice, recognized for operational excellence and a relentless commitment to driving change across the mobility industry.

What We Do & How We Do It

We harness our expertise in mobility and the creativity of our global teams to craft tailored solutions. We help brands:

• Earn lasting customer loyalty and reinvent the retail experience.
• Optimize sales performance, parts management, and repair compliance.
• Transform data into meaningful insights and streamlined field operations.
• Leverage advanced technology platforms and immersive learning to unlock human potential.

MSX by the Numbers

5,000+ Team Members worldwide. 30 Global Locations with 5 International Hubs. 25+ Years of automotive industry leadership.

Job Description

Job Purpose:

• Provide technical assistance, instruction, and programming support (on-line, phone, visit) to dealers by resolving vehicle repairs which dealer technicians are having difficulty to diagnose and/or repair. Provide specialized support for new product launches.
• Daily analysis of VOC related to service quality and take appropriate action to avoid re-occurrence for wrong diagnosis issues at dealers.
• Implement process for Fix it right by initiate training programat dealers
• Prepare NTL at dealers (GTSS, daily pending vehicle for diagnosis)

Principal Accountabilities:

• Analysis of Non-F1 cases at dealers, perform cause analysis and implement countermeasure with horizontal deployment to regional dealers
• Prepare countermeasure sheet for Non F1 cases and educate dealers on same
• Implement F1 good practice at dealers
• Clear long pending vehicle waiting for diagnosis
• Perform Deep dive in dealer process and make action plan for all negative VOC
• Validate dealer level action plan and give training for further improvement
• Prepare training module base on available GTSS database and need for NTL
• Monitor, gather and provide recommendations for issues regarding product and technical support functions that affect diagnostics, quality, literature, tooling, computer communications, etc. which need to be addressed and/or resolved
• Analyze dealer requirement and support in correct diagnosis and repair
• Remote online support
• Dealer visits

Qualifications

• B.E or Diploma (Automobile/Mechanical)
• 8-10 years of Relevant Experience
• Experience to manage multiple dealership of OEM
• Expert in VOC analysis and making PDCA to impart Fix it right first-time process
• National or state level winner in Technician skill contest (added advantage)
• Hands on experience on vehicle diagnostic and repair
• Technical knowledge on vehicle aggregates (mechanical and electrical)
• Practical experience on latest vehicle technologies (CAN diagnostics, Hybrid, Electric)
• Analytical and conceptual thinking
• Good experience in understanding and grasping the VOC from dealers
• Have experience to impart training to dealers technicians

Additional Information

MSX International has been a trusted partner to leading automotive OEMs and mobility companies worldwide, providing strategic support to transform retail operations. With a strong foundation built on Dealer Performance Improvement, Repair Optimization, and Consumer Engagement, we empower businesses by integrating people, processes, and technology to drive measurable success. As the mobility industry undergoes rapid transformation, MSX International stands as a catalyst for innovation, equipping clients with cutting-edge tools and deep industry expertise to navigate evolving market dynamics. MSX International remains the go-to partner for leading automotive OEMs, offering innovative, research-driven strategies to elevate retail operations and accelerate business growth.