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12 months ago
MSX International
Salary: £31,000
Location: Coventry
Job type: Permanent
Contact: EStevenson
Category: Automotive Engineering Jobs, Maintenance Engineer Jobs

MSX International is the leading global provider of outsourced business solutions for the automotive industry. We have the hands-on experience of automotive best practices, the state-of-the-art technology and the in-depth information to boost company efficiency and profitability.

Currently we are looking to fill the position of

RTS Helpdesk Engineer

(Retailer Technical Support)

Based in Midlands: Coventry, CV3 4LF

(Potential Relocation Package available)

Main purpose of the role:

The main purpose of the Technical Helpdesk Engineer is to provide technical information and recommendations, primarily by telephone or technical requests to the UK Dealership network for JLR vehicles

The Technical Helpdesk Engineer will undertake occasional field visits to view vehicles that currently have an open RTS case to resolve / supply feedback regarding the concern.

Candidate Responsibilities

  • Following the dealers appropriate diagnosis, including use of diagnostic tools, literature, on-line data sources, colleagues in the Dealership, you will be taking inbound calls on the Retailer Technical Support Help Desk
  • Provide Contacts with prompt technical assistance as well as complete and accurate resolution information where this exists
  • Record electronic details of all calls to improve the design, development and manufacturing process
  • Provide complete and accurate concern resolution information
  • Contribute to Right-First Time fixes, increasing Customer Satisfaction, and reduced Repeat Repairs / Visits
  • Timely escalation of cases (in accordance with client requirements)
  • Resolve enquiries from Client Dealerships (and Client personnel) via a Communications system, primarily telephone / technical request (TR) methodology
  • Record data as required into a computer system
  • Request Field Engineer visits when determined by the Group Leader / NSC representative
  • Participate in training / product information exchange with appropriate data sources for up to 4 weeks per year including overnight stays as required
  • Accept other assignments (responsibility for items of equipment, literature, Customer data systems, analysis, investigation, etc) as determined by the Group Leader / Project Management
  • Write and circulate data to other Helpline Engineers / Field Engineers / Project Management / Customer / Customer Retailer staff when necessary
  • Liaise with Retailer personnel at all levels
  • Liaise with Group Leader / Case Investigator / Hotline / FRED Engineers on Vehicle Case Histories, trends and analysis
  • Liaise with Client Engineers / Staff on all issues associated directly with Hotline obtaining clarification from the Group Leader / Project Management if required
  • Complete and provide information for Company documentation as necessary [Travel Expense Reports, Timesheets etc.]
  • Participate in " hands on " technical vehicle evaluation
  • Please note:
  • The Technical Helpdesk Engineer may also only recommend in some circumstances an alternative repair where it is believed the repair proposed by the Retailer is an ‘over-repair’ (Refer to Pre-Approval where appropriate).


  • Candidate Specification
  • Experience of carrying out vehicle repairs within a franchised retailer, preferably at a Master Technician level or equivalent
  • Recent Brand experience desirable
  • Thorough knowledge of all aspects of modern vehicle systems and repair processes, particularly up-to-date electronics
  • Ability to describe and understand complex technical issues clearly
  • Strong diagnostic and analytical skills
  • The ability to work logically and constructively with the determination to see concerns through to a conclusion within a team environment is necessary
  • Logical thought processes; also acquisitive and capable of non-leading questioning to confidently resolve technical concerns
  • Excellent communication skills – verbal and written communications
  • A willingness to train with a goal of becoming competent with new product launches across dual brands
  • A willingness to adapt with change and be flexible is essential
  • Must be able to effectively demonstrate team player characteristics, building both internal relationships within RTS and exhibiting excellent Client interaction capabilities
  • Current driving licence due to field visits
  • Fluency in a second European language (both spoken and written communications) would be an advantage, but not essential

Reporting to

  • RTS Team Manager

Working hours

  • 40 Hours Per Week

What we offer

  • Competitive salary (up to 31,000 annual)


  • Other company benefits:
    • 25 days annual leave (pro rata)
    • Company contributory pension plan
    • Cash back health care scheme (benefit value approx. £675)
    • Life assurance
    • Permanent Health Insurance
    • 20 days full pay sick days (after three months service)
    • Salary exchange childcare vouchers
    • Cycle2work scheme
  • Car salary exchange scheme

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