Company Description

MSX has been a trusted partner to leading vehicle manufacturers, their retailers, and mobility organizations globally for more than 30 years. Our unwavering commitment is to help our clients transform their businesses and effectively manage operations in the areas of: Sales Performance; Repair Optimization and Compliance; Parts and Accessories Sales Performance; and Consumer Engagement.
With our global teams, industry expertise, and the power of technology, we design and deliver tailored, sustainable, and innovative solutions and services that help our clients optimize their operations and captivate their customers.

Job Description

Do you have experience in helpdesk environment and are willing to work for one of the biggest automotive manufacture brand?

MSX International has the job for you!

MSX International is looking for a Diagnostic Support Engineer to join our Ford team, supporting dealers and technicians by resolving diagnostic issues effectively and efficiently.

The Role

As a Diagnostic Support Engineer, you will coordinate with dealership personnel at all levels to identify, investigate, and resolve diagnostic concerns. You will collaborate closely with the managed Diagnostic Helpdesk to understand and communicate issues reported by Ford dealers, ensuring quick resolutions and providing detailed feedback.

Other of your responsibilities will include:

• Coordinate quick and effective fixes with the dealers/technicians
• Communicate with the managed Diagnostic Helpdesk to understand, communicate and feedback on issues being reported by Ford dealers
• Investigate the vehicle remotely using Team Viewer
• Obtain support of further Ford departments (Product Development, IT, Parts etc) as necessary in the resolution of Field issues
• Accurately document cases on Ford tracking systems to record, monitor and report case progress, trends, and case load management
• Document root cause fixes in the Ford Escalated case management Jira site
• The ability to engage at all levels in a clear and simple way, to ensure understanding of the specific issues

This is an excellent opportunity for an individual who has strong problem-solving skills and is process oriented.

Our ideal candidate will have:

• Engineering or automotive background focused on module programming
• Demonstrable knowledge of vehicle diagnostics and diagnostic tools (e.g. SBDO, PTS, FDRS and IDS Standard)
• Knowledge of GTAC, GCQIS, diagnostic session files and analysis of vehicle XML data
• Advanced skills to troubleshoot desktop/laptops, servers and networks
• Knowledge of vehicle data and back-end data systems IVS/ GVMS/VADR/FORCE/ORFIN etc
• Qualified to Senior/Master Technician (preferred)
• Customer oriented focus
• Strong problem-solving skills
• Attention to detail

What’s in it for you?

When you join our team, you become part of the MSX International family. It’s more than a job – it’s the opportunity to build a career, make a difference, and be part of an exciting industry.

 Working pattern and location

• 40 Hours per week
• Hybrid, Colchester and Dunton
• £44,000 annual salary with an increase after probation up to £46,000

Additional Information

With over 5,000 employees based in more than 80 countries across the globe, our teams provide industry leading expertise that spans:

• Consumer Engagement
• Parts, Accessories & Service Performance
• Actionable Insights
• Repair Optimization & Compliance
• Learning Solutions
• Distribution & Sales Performance

Our proven track record means that we now partner 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 expertise in mobility, the creativity of our global teams, and the power of technology, to craft tailored, sustainable and innovative solutions.

The MSX Vision

To be the clients’ first choice, recognized for our operational excellence and commitment to driving change and innovation in the mobility industry.

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.