Technical Support & Capability Development Specialist

Job Description

Combine hands-on electric vehicle diagnostics with the opportunity to develop the technical capabilities of others.

As a Technical Support & Capability Specialist within the Retailer Engagement Center (REC), you will help authorized workshops resolve complex vehicle faults while strengthening the diagnostic expertise of our technical support team. You will remain actively involved in daily helpdesk operations, conduct targeted onsite investigations, and turn real-world cases and quality findings into practical training and diagnostic guidance.

This is an operational role with a capability-development focus—not a standalone training position.

Your responsibilities

Technical helpdesk support and case resolution

• Resolve complex technical support cases from authorized workshops, supporting service-level agreement (SLA) adherence and diagnostic accuracy.

• Remotely diagnose faults across high-voltage powertrain, battery, charging, and vehicle network systems.

• Provide clear, step-by-step troubleshooting guidance to workshop technicians.

• Maintain a strong focus on first-contact and first-level resolution, escalating cases when further technical investigation is required.

Onsite investigations and workshop escalation

• Conduct targeted workshop visits when remote diagnostics are exhausted or faults require direct OEM evaluation.

• Investigate complex, intermittent, and safety-critical vehicle issues.

• Validate workshop diagnostic and repair procedures and provide findings to central engineering and product quality teams.

• Determine whether cases can be resolved remotely or require onsite intervention.

Quality-driven capability development

• Work with the Quality Management System (QMS) Lead to review audit findings, calibration insights, recurring diagnostic errors, and case re-escalations.

• Translate identified quality gaps and procedural non-conformances into targeted coaching, training, and updated technical guidance.

• Act as an advanced technical mentor and advisor to helpdesk colleagues.

Training design and knowledge transfer

• Develop practical training materials, guided diagnostic pathways, troubleshooting guides, and technical briefing documents.

• Schedule and deliver regular upskilling sessions, new-feature workshops, and structured onboarding for technical agents.

• Keep learning content grounded in live support cases, workshop investigations, and validated diagnostic solutions.

How your time will be allocated

• Approximately 60% — Helpdesk diagnostic support: Active case management, remote diagnostics, and workshop consultation.

• Approximately 35% — Capability development and training: Quality-data review, diagnostic documentation, training preparation, and delivery.

• Approximately 5% — Field interventions: Onsite workshop support, complex fault investigation, and engineering feedback.

Qualifications

• Strong practical expertise in electric vehicle diagnostics, including high-voltage powertrain, battery, charging, and vehicle network systems.

• The ability to investigate complex technical faults and translate findings into clear, structured diagnostic instructions.

• Sound judgment when assessing safety-critical issues, escalation requirements, and the need for onsite support.

• The ability to coach technical colleagues and design and deliver practical, case-based training.

• An analytical approach to quality findings, recurring errors, and opportunities for continuous improvement.

• Clear communication skills when working with workshop technicians, foremen, regional technical managers, and engineering teams.

• A disciplined approach to OEM procedures, technical documentation, and diagnostic accuracy.

• Willingness to travel to authorized workshops for targeted field investigations.

Additional Information

You will work closely with helpdesk agents, the QMS Lead, workshop teams, regional technical managers, HQ Tier-3 engineering, and product quality departments.

Within approved OEM parameters, you will have the autonomy to recommend specialized repair methods, authorize specific non-standard diagnostic procedures, and determine when onsite investigation is necessary. You will also propose mandatory internal training interventions where service failures reveal capability gaps.

The impact you will make

Your work will help improve diagnostic consistency, reduce repeat repairs and unnecessary component replacements, shorten repair cycles, and support accurate warranty decisions. By connecting daily technical support with targeted learning, you will help the REC team turn quality findings into better workshop support.

MSX International | Automotive & Mobility Business Solutions

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.