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9 months ago
MSX International
Salary: up to £30,000 per annum
Location: Ipswich, Sudbury, Chelmsford, Colchester, Braintree
Job type: Permanent
Contact: Dan Lombard
Category: Automotive Engineering Jobs, Maintenance Engineer Jobs, Mechanical Engineer Jobs

Main purpose of the role

  • The purpose of the Frontline Technical Support Programme is to handle the initial, inbound contact for Technical Support from within the Toyota and Lexus Approved Repairer Network requiring repair advice on Toyota and Lexus vehicles
  • The Frontline Technical Support Programme will also be available to Independent Repairers via a telephone service.
  • This service will be provided by MSXI technical experts based at Colchester, Essex.
  • Successful candidates will be able to log and resolve issues successfully and efficiently through clear explanation and coaching skills, as well as deliver first class customer service


Candidate Responsibilities

  • Working as part of a team of 3 support engineers
  • Accept enquiries from using the Toyota ‘Compass’ system
  • Provide guidance and technical instruction to Toyota and Lexus approved repairer network and also independent repairers
  • Record data as required into a computer system, provide vehicle and concern details if and when required about any particular case.
  • Maintain an acceptable level of quality and answer rate
  • Participate in regular system and product training (overnight stays as required at Toyota HQ and training centre)
  • Accept other assignments as determined by the Team Leader / Project Management.
  • Share best practice with the team  / project manager / customer
  • Liaise with dealer / personnel staff at all levels
  • Identify and report on Vehicle Case Histories, trends and analysis
  • Complete and provide information for Company documentation as necessary (Travel Expense Reports, Corrective Action Requests, and Timesheets etc.).


Candidate Specification

  • In depth technical knowledge
  • Dealer workshop staff at a senior level/Master Tech (or equivalent), ideally with a minimum of five years automotive experience.
  • Customer facing experience would be an advantage
  • Logical thought processes; also acquisitive and capable of non-leading questioning
  • Confident in technical concern resolution
  • Excellent communication skills both verbal and written
  • Computer literate
  • Polite and courteous customer service skills
  • Adaptable and flexible approach to work
  • Good inter-personal and assertive nature are also necessary
  • Able to work with minimal supervision and therefore need to be strong self-starters
  • Personal integrity and presence
  • Experience of Toyota Brand although not essential would be an advantage
  • Experience of Compass System although not essential would be an advantage


Competencies and Skills required

  • Skills –Technical, Service, Customer Service, Management
  • Attributes – Diagnostic expert, Professional, Customer Focused
  • Strong interpersonal skills and effective communicator
  • Excellent verbal and written communication skills with exceptional attention to details.
  • Enthusiastic, flexible and proactive personality
  • Personal qualities of integrity, credibility, and a commitment to and passion for the brand.

Reporting to

  • Technical Services Project Manager & Account Manager


Working hours

  • 40 hour week (Mon – Fri)


What we offer

  • Competitive salary (up to £30k)
  • Laptop
  • Other company benefits:
    • 25 days annual leave (pro rata)
    • Company contributory pension plan
    • Cash back health care scheme (benefit value approx. £675)
    • Life assurance
    • 20 days full pay sick days (after three months service)
    • Salary exchange childcare vouchers
    • Car salary exchange scheme



Email your CV to Dan Lombard 

MSXI is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity

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