At a Glance
- Tasks: Support the Connected Car workforce and manage technical incidents globally.
- Company: Join MSX, a trusted partner to leading vehicle manufacturers like Jaguar Land Rover.
- Benefits: Competitive salary, 25 days leave, pension plan, and health care scheme.
- Other info: Exciting career growth opportunities with global exposure.
- Why this job: Be part of a dynamic team driving innovation in the automotive industry.
- Qualifications: Customer service experience and a passion for technology are essential.
The predicted salary is between 27000 - 27000 £ per year.
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
MSX International are currently recruiting for a TSD Analyst for our prestigious client, Jaguar Land Rover.
This is an exciting opportunity for a motivated candidate to join us in our partnership with this successful organisation.
We are seeking a technically confident individual who will engage and support the Connected Car workforce that drives a ‘Best in Class’ global service.
We are looking for a candidate who can hit the ground running, supporting the Global network with escalated incidents and develop an extensive skillset.
Reporting to the TSD Project Leader and Team Leader you will be provided with exposure to the Connected Car product suite that encompasses both Telematics and Infotainment features.
Representing JLR customer focused mentality. Assisting with the day to day management ensuring the team achieve service level agreements and KPI’s.
The successful candidate will be responsible for managing their own workload, effectively operating within a global 24x5x365 team and be able to work from home when required.
The TSDs global operations are vital.
- Candidate Responsibilities
- Become an expert in the Connected Car Technologies
- Overseeing Global markets such as UK, USA, China, EU and Russia
- Case Management; incident management, technical/hierarchal escalations, ticket handling
- Investigations; product knowledge, technical expertise, initiative to think laterally
- Liaison with Client; work hand in hand with JLR individuals and teams
- Ensure all correct processes and procedures are followed
- Report generation and distribution to key stakeholders
- Be an integral component to the TSD department in achieving a ‘best in class’s service, driving customer loyalty and retention through accurate incident management
- Act as a role model for JLR Values, Customer First Behaviours and Concern Resolution
- Providing verbal training and support where required
- Presenting and demonstrating the product and features where required using Power Point, systems, vehicles and equipment
- Identifying issues through analysing team data
Qualifications
- Desirable: Qualification within IT service delivery
- Desirable: 1+ years customer service experience
- Strong knowledge of Telecommunications, Telematics, IT Services
- Intermediate experience with Microsoft Office – Excel, Power Point etc • Intermediate experience with Google Package – Gmail, Drive etc
- Experience in troubleshooting technical issues
- Good analytical skills & publishing supporting documentation
- A keen interest in technology, keeping abreast of advances and news
- Desire to learn through provided training and personal development
- Results orientated with a determination to make things happen
- A highly motivated, energetic and inspirational team player
- Ability to influence effectively across the network, balancing a broad range of priorities, with minimal supervision and under great pressure
- Confident and out-going with exceptional networking and inter-personal skills
- Possess advanced communication abilities to be utilised with various levels of the business, third party vendors and a broad range of global markets
- Process orientated with great attention to detail
- Excellent time management skills, able to work to deadlines on multiple tasks and deliver results to agreed schedules
- Ability to work as an individual, part of a small shift team and a larger operational team
- Strong problem-solving skills
- Additional Information
- Working Pattern and Location
- 40 Hours per week (between 15.30 – 01:00)
- Contractual coverage of all Bank Holidays
- Based in Whitley and Gaydon
Package
- Salary up to £27,000 per annum pro rata, based on experience + Unsociable hours bonus
• 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.
Telematics Service Desk Analyst in Whitley employer: MSX International
MSX International is an excellent employer, offering a dynamic work culture that prioritises diversity and inclusion. Located in Warwick, UK, employees benefit from a collaborative environment that fosters professional growth and development, particularly in the rapidly evolving field of AI and data governance. With a commitment to ethical standards and compliance, this role provides meaningful opportunities to make a significant impact in responsible AI management.
StudySmarter Expert Advice🤫
We think this is how you could land Telematics Service Desk Analyst in Whitley
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at MSX International. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like MSX International before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Telematics Service Desk Analyst in Whitley
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to MSX International:Your cover letter is your chance to shine! Tell us why you want to work at MSX International specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at MSX International!
How to prepare for a job interview at MSX International
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
