Overview
Company MSX International is a trusted partner to leading vehicle manufacturers, their retailers, and mobility organizations globally. We design and deliver tailored, sustainable, and innovative solutions and services to help clients optimize operations and captivate customers. This role supports the Jaguar Land Rover connected car program as part of a global 24x5x365 team.
The successful candidate will be technically confident, able to engage with the Connected Car workforce, handle escalations, and develop an extensive skillset while supporting a global network.
Responsibilities
* Become an expert in Connected Car Technologies
* Oversee Global markets such as UK, USA, EU
* Case management
* Incident management – identify, categorize, and prioritize issues
* Technical/hierarchical escalations
* Ticket handling
* User support & triage
* Incident management and investigations; apply product knowledge and technical expertise
* Liaise with Client; collaborate with JLR individuals and teams
* Ensure all correct processes and procedures are followed
* Report generation and distribution to key stakeholders
* Contribute to achieving a best-in-class service; drive customer loyalty and retention
* Act as a role model for JLR values and customer-first behaviors
* Provide verbal training and support as required
* Present and demonstrate products and features using PowerPoint, systems, vehicles and equipment
* Identify issues through analyzing team data
Qualifications
* Desirable: Qualification within IT service delivery
* Desirable: 1+ years customer service experience
* Strong knowledge of Telecommunications, Telematics, IT Services
* Intermediate experience with Microsoft Office – Excel, PowerPoint
* Intermediate experience with Google Workspace – Gmail, Drive
* Experience in troubleshooting technical issues
* Good analytical skills and ability to publish supporting documentation
* A keen interest in technology and ongoing learning
* Desire to learn through provided training and personal development
* Results-oriented with determination to deliver results
* Motivated, energetic, and collaborative team player
* Ability to influence across the network with minimal supervision under pressure
* Confident and outgoing with strong networking and interpersonal skills
* Advanced communication abilities for various levels of the business, vendors, and global markets
* Process-oriented with attention to detail
* Excellent time management and ability to meet deadlines
* Ability to work independently, in a small shift team, and in a larger operational team
* Strong problem-solving skills
Working Pattern and Location
* 40 Hours per week (between 8:00 to 17:30)
* Contractual coverage of all Bank Holidays
* Based in Whitley and Gaydon
Package
* Salary up to £27,000 per annum pro rata, based on experience
* Other company benefits include:
o 25 days annual leave
o Company contributory pension plan
o Cash back health care scheme
o Life assurance
o Car salary exchange scheme
* Potential to progress within the company, with global opportunities updated regularly.
Company and Roles Context
With over 5,000 employees in more than 80 countries, MSX provides expertise across:
* Consumer Engagement
* Parts, Accessories & Service Performance
* Actionable Insights
* Repair Optimization & Compliance
* Learning Solutions
* Distribution & Sales Performance
Our proven track record includes partnerships with almost every car manufacturer on the market.
The MSX Purpose To empower Movers and Makers to thrive in our ever-changing world.
The MSX Mission To harness our mobility expertise, global teams, and technology to craft tailored, sustainable and innovative solutions.
The MSX Vision To be the clients’ first choice, recognized for operational excellence and commitment to driving change in the mobility industry.
MSX is an equal opportunities employer and encourages applications from suitably qualified candidates regardless of sex, race, disability, neurodiversity or other personal characteristics, age, sexual orientation, gender reassignment, religion or belief, or marital and parental status. We participate in the Disability Confident scheme and interview all disabled applicants who meet the minimum criteria for the vacancy.
J-18808-Ljbffr