Technical Hotline Support

Location: Navi Mumbai, , India
Department: Consulting

Job Description

Location: Mumbai
Experience: 4-6 years
Industry: Automotive
Working Days : 6 days

Key Responsibilities:

• Serve as the primary point of contact for dealers, assisting them with technical inquiries, concerns, and requests by 24/7.
• Providing guidance and support in diagnosing & resolving the product issues which dealer team raises through ticket or phone call promptly and effectively.
• Raising tickets on behalf of dealer in the unavoidable circumstances.
• In case the Hotline executive is unable to provide solution at first level, then the same must be escalated to team for necessary guidance and support.
• Any new issue reported should be documented as SOP for addressing similar issues in future.
• Handling first level of diagnostics tool related queries from dealers concerning Hardware / Configuration / License support.
• Providing guidance and support to dealers regarding new product information.
• Prepare regular reports on dealer queries with respect to the requirement.
• Develop Standard Operating Procedures (SOPs) for recurring or novel issues.
• Escalate complex issues to appropriate departments or management as needed.
• Track the issue with the dealer and ensue proper closure of the issue/ticket.
• Job card analysis w.r.t cost analysis and warranty decisions.
• Analyse data to identify areas for improvement and recommend actionable solutions.
• Management reporting: Daily, Weekly & Monthly.
• KPI Targets to be tracked as per the required format.

Qualifications

Diploma or Engineering Graduates in Automobile/ Mechanical/ Mechatronics stream

Additional Information

• Technical Skill Set - Advanced knowledge on electrical & electronics diagnosis and vehicle diagnostics (DTC/CAN).
• Soft Skills - Empathetic, Telephone etiquette, good communication, customer orientation, Time management, Problem solving
• IT Soft skills - Proficiency in MS Office suite, particularly Word, Excel, and PowerPoint. Knowledge on Power BI added advantage
• Communication & Analytical Skill - Strong problem-solving and communication skills for guiding customers and coordinating with dealers.

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.

Company Description

Company Overview:
https://www.msxi.com/en/
At MSX International, we’ve been partnering with leading automotive companies for over 25 years, helping them enhance their retail strategies and streamline operations. Our expertise in areas like dealer performance, repair optimization, and consumer engagement positions us as a trusted partner in the evolving mobility industry.