Manager – Technical Delegate Team

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Ensure the successful attainment of project KPIs (both quantitative and qualitative) concerning Technical Delegate activities in the country.

• Establish, sustain, and communicate a transparent local governance framework (activity calendar, information flow, roles, and responsibilities).

• Organize and oversee the visit schedules and field interventions of Technical Delegates, ensuring appropriate coverage and prioritization.

• Evaluate team performance reports (quality cases, complex diagnoses, resolution time, first-time fix rate, customer satisfaction, etc.) and implement plans for improvement.

• Guarantee adherence to MSX and client, brand, safety, and quality standards throughout all network activities.

• Facilitate the local execution of new project initiatives or process updates as determined by central MSX/Client teams.

• Serve as the primary operational liaison for the Client in the country regarding all matters pertaining to the Technical Delegate team.

• Prepare and conduct regular meetings with the Client (steering committees, operational reviews, performance reviews), presenting analyses, results, issues, and action plans.

• Develop and uphold a country business plan that aligns with the project's overarching objectives.

• Convert Client requirements into clear operational needs and priorities for the Technical Delegate team.

• Assist the Client in defining and launching tactical initiatives (technical campaigns, focusing on critical areas, new KPIs, etc.).

• Lead, inspire, and support the country Technical Delegate team, ensuring clarity in objectives, priorities, and methodologies.

• Conduct regular performance assessments and establish individual and team development plans.

• Ensure the effective onboarding of new Technical Delegates and plan ongoing training (both technical and soft skills) in collaboration with MSX and Client stakeholders.

• Produce clear and concise reports on country performance (KPIs, trends, root causes of non-conformities, lessons learned).

• Utilize data and analytics to pinpoint areas for improvement, define corrective actions, and track their effectiveness.

• Contribute to the establishment and enhancement of reporting tools and performance standards for Technical Delegates.

⛳️ Requirements

• Substantial experience (typically 3–5 years) in managing projects or programs within the automotive sector (after-sales, technical support, field operations, training, or similar).

• Experience coordinating field teams (field force, network consultants, technical specialists, auditors, or equivalent).

• Proven experience managing B2B client relationships and multiple stakeholders at the country level.

• Proficient in generating management reports and performance analyses (KPIs, basic budget/forecast contributions, action plans).

• Experience in process improvement projects and/or launching new programs or services (preferred).

• Prior technical or technical-commercial experience in a dealership, importer/NSC, or OEM environment (strongly preferred).

• Robust knowledge of the automotive sector, particularly in after-sales (service, diagnosis, warranty, technical support, customer satisfaction).

• Good understanding of dealer network operations and the interactions between OEM, Importer/NSC, and Dealer.

• Familiarity with fundamental 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 relevant to the automotive work environment (e.g., workshop procedures, health & safety).

• Proficient in English (written and spoken) to engage effectively with the Client and international MSX teams.

• Advanced skills in reporting and data analysis tools (e.g., Excel, dashboards, basic BI tools) to track team performance and project KPIs.

• Proficiency in key MS Office applications (PowerPoint, Excel, Word) for creating structured presentations and documentation.

• Familiarity with automotive information systems (DMS, diagnostic tools, OEM technical portals, warranty systems, CRM) is considered a significant advantage.

• Ability to set, interpret, and analyze technical and operational KPIs (e.g., first-time fix rate, resolution lead time, NPS, repeat repair rate).

• Proficient in structuring and managing project plans (Gantt, milestones, risk & issue logs) using suitable tools (e.g., MS Project, Planner, or equivalent).

🏝️ Benefits

• Competitive Salary

• Company Laptop

• Company car

• Pro Rata Retention Bonus

• 25 days annual leave

• Company contributory pension plan

• Cash back health care scheme

• Life assurance

• Car salary exchange scheme

• Potential for career advancement within the company, with global opportunities updated regularly.