Automotive Technical Specialist

Description

Job Summary: We are seeking an automotive diagnostic specialist to support dealers and repairers with complex vehicle-related issues, acting as the technical escalation point. Key Highlights: 1. Supports dealers and repairers with complex vehicle-related issues 2. Serves as the first point of contact for repair requests and technical inquiries 3. Collaborates with cross-functional teams to drive continuous improvement **Company Description** MSX International supports world-leading automotive brands, helping improve repair performance, customer satisfaction, and after-sales operations across 80+ countries. **Job Description** We are looking for an experienced automotive diagnostic specialist to support dealers and repairers with complex vehicle-related issues. You will serve as the escalation point when others cannot resolve issues — helping reduce downtime and achieve first-time fix rates. What You’ll Do * Serve as the first point of contact for technicians’ repair requests and technical inquiries. * Provide remote technical support and guidance using best-practice diagnostic methods and OEM procedures. * Communicate directly with technicians in their local language to clarify concerns, gather symptoms and DTCs, and validate actions taken. * Conduct initial triage, document cases in detail, and determine resolution paths or escalation criteria. * Escalate unresolved or complex cases to Level 2 support, providing complete and structured case information. * Adhere to established process standards, SLAs, and data quality requirements across all interactions and tools. * Support and troubleshoot OTA update guides and basic software update issue resolution. * Accurately record case notes, solutions, and knowledge artifacts, maintaining them to improve first-time fix rates. * Collaborate with cross-functional teams to share recurring issues, trends, and improvement opportunities. * Contribute to continuous improvement by following standardized workflows and proposing process enhancements. **Qualifications** What You Bring Strong experience in automotive diagnostics / technical support / workshop or field service Proven ability to resolve complex electrical/electronic faults Practical use of OEM diagnostic tools Confidence reading wiring diagrams and technical documentation Experience working with workshops, engineering or technical teams Ability to support and guide technicians Preferred: Field or multi-site support experience; multi-brand exposure with OEM/importer technical support experience Technical Knowledge Modern vehicle systems: powertrain, ADAS, body electronics Networks: CAN / LIN / FlexRay Diagnostic methods: root cause analysis, guided diagnostics, flashing Language Professional proficiency in Portuguese and professional English (written and spoken) Additional European languages are an asset **Additional Information** Working Pattern and Location 40 hours per week Monday to Friday 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. 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.