Manager Technical Delegate Team at MSX… · Coventry

companyDescription 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. jobDescription The Country Technical Delegate Project Manager is responsible for leading and coordinating the team of Technical Delegates within one specific country, ensuring the correct execution of the program at local level. The role contributes to MSX and Client objectives by securing the achievement of project KPIs, ensuring high quality of technical activities across the dealer network, full adherence to client standards, and the sharing of best practices among Technical Delegates. The Country Technical Delegate Project Manager manages a portfolio of activities and initiatives in the assigned country, coordinates the field team, maintains a structured and regular interface with the Client at country level, and drives continuous improvement of processes and service delivery. Project Delivery & Governance Ensure achievement of project KPIs (quantitative and qualitative) related to Technical Delegate activities in the country. Build, maintain and communicate a clear local governance model (activity calendar, information flows, roles and responsibilities). Plan and monitor the Technical Delegates’ visit schedules and field interventions, ensuring adequate coverage and prioritization (e.g. critical dealers, new openings, pilot projects). Analyse team performance reports (quality cases, complex diagnoses, resolution time, first-time fix rate, customer satisfaction, etc.) and implement improvement plans. Ensure compliance with MSX and the client, brand, safety and quality standards in all network activities. Coordinate the local implementation of new project initiatives or process updates defined by central MSX/Client teams. Identify and share with the Client improvement proposals, process innovations and opportunities to extend or enhance services. Client Management – Country Level Act as the primary operational interface for the Client in the country on all topics related to the Technical Delegate team. Prepare and lead regular meetings with the Client (steering committees, operational reviews, performance reviews) presenting analysis, results, issues and action plans. Develop and maintain a country business plan aligned with the overall objectives of the project. Translate Client needs into clear operational requirements and priorities for the Technical Delegate team. Support the Client in the definition and launch of tactical initiatives (technical campaigns, focus on critical areas, new KPIs, etc.). Team Management & People Development Lead, motivate and support the country Technical Delegate team, ensuring clarity of objectives, priorities and ways of working. Conduct regular performance reviews and define individual and team development plans. Ensure effective onboarding of new Technical Delegates and plan continuous training (technical and soft skills) in collaboration with MSX and Client stakeholders. Monitor team workload and ensure balanced distribution of activities, territories and case complexity. Promote a culture of collaboration, knowledge sharing and continuous improvement within the team. Reporting, Analytics & Continuous Improvement Produce clear and concise reporting on country performance (KPIs, trends, root causes of non-conformities, lessons learned). Use data and analytics to identify improvement areas, define corrective actions and monitor their impact. Contribute to the definition and refinement of reporting tools and performance standards for Technical Delegates. Share best practices across countries (where applicable). qualifications Solid experience (typically 3–5 years) in managing projects or programs in the automotive sector (after-sales, technical support, field operations, training or similar). Experience in coordinating field teams (field force, network consultants, technical specialists, auditors or equivalent). Experience in managing B2B client relationships and multiple stakeholders at country level. Experience in producing management reports and performance analysis (KPIs, basic budget/forecast inputs, action plans). Experience in process improvement projects and/or in launching new programs or services (desirable). Previous technical or technical-commercial experience in a dealership, importer/NSC, or OEM environment (strongly preferred). Strong knowledge of the automotive sector, with specific focus on after-sales (service, diagnosis, warranty, technical support, customer satisfaction). Good understanding of dealer network operations and the dynamics between OEM, Importer/NSC and Dealer. Knowledge of basic project management principles (project life cycle, planning, monitoring, risk and issue management). Knowledge of KPI management (definition, monitoring, data interpretation, impact on business performance). Understanding of quality and safety standards applicable to the automotive working environment (e.g. workshop procedures, health & safety). Good command of English (written and spoken) to interact with the Client and international MSX structures. Advanced use of reporting and data analysis tools (e.g. Excel, dashboards, basic BI tools) to monitor team performance and project KPIs. Proficiency in the main MS Office applications (PowerPoint, Excel, Word) for producing structured presentations and documentation. Familiarity with automotive information systems (DMS, diagnostic tools, OEM technical portals, warranty systems, CRM) is considered a strong plus. Ability to set, read and interpret technical and operational KPIs (e.g. first-time fix rate, resolution lead time, NPS, repeat repair rate). Ability to structure and manage project plans (Gantt, milestones, risk & issue logs) using appropriate tools (e.g. MS Project, Planner or equivalent). Project Management: Effectively manages the end-to-end execution of country-level initiatives, planning activities, resources and timelines, monitoring progress and implementing corrective actions where needed. Stakeholder Management: Builds and maintains strong, collaborative relationships with the Client, the dealer network and internal MSX teams, understanding the needs and priorities of each stakeholder. Leadership & People Management: Leads the Technical Delegate team by providing clear direction, constructive feedback and ongoing support; is able to motivate people and manage varying performance levels. Analytical Thinking & Problem Solving: Analyses complex data and information, identifies trends and root causes, proposes pragmatic solutions and implements measurable improvement plans. Communication & Presentation: Communicates clearly, structured and appropriately to different audiences (Technical Delegates, Client Management, Dealer staff), both in writing and verbally; prepares and delivers effective and engaging presentations. Organisation & Time Management: Manages multiple activities, projects and priorities simultaneously, meeting deadlines and consistently ensuring high-quality deliverables. Change Management & Initiative: Proactively proposes new solutions and improvements, and supports the adoption of new ways of working within the team and across the network. Client Orientation: Keeps a strong focus on both Client (Client and the network) and end-customer satisfaction, ensuring that operational decisions are driven by impact on service quality and experience. Teamwork & Collaboration: Works closely with other countries and central MSX teams, sharing best practices, information and tools to enhance overall program effectiveness. additionalInformation Working pattern and location: Full time (Monday – Friday) Field based What we can offer you: Competitive Salary Company Laptop Company car Other company benefits include: 25 days annual leave Company contributory pension plan Cash back health care scheme Life assurance Car salary exchange scheme Potential to progress within the company, with global opportunities updated regularly. 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.