Knowledge Coordinator

**Who are we?**

MSX is a leading technology - enabled business process outsourcing company that provides state of the art solutions and services to automotive business in more than 80 countries. For over half a century, our strategic solutions have helped car manufacturers and their dealer networks thrive within the evolving automotive industry.

Working at MSX means being part of a motivated, successful team.

We focus on three key principles: empowering our people to contribute to company development; creating systems and processes that support organizational and personal growth; and fostering people’s growth by promoting an entrepreneurial approach to work.

The **Knowledge Coordinator** (m/w/d) steer the Quality & Technical processes of the TS HUB program, ensuring the correct knowledge. The role assesses the individual technical knowledge, identifies the gap to fulfils the needs, and schedule the needed plan to increase knowledge and product, areas, and categories flexibility. Track relevant cases (TS, TC, TTS), collect use cases, defines standard, in support of the Quality & Process manager, working modes and internal information sharing.

**What are your tasks?**
- Attend Trainings and being up to date at the latest stage of the partner´s products
- Develop the central Training plan: Technical, systems and processes
- Set the training plan for Operational Agents
- Share the training plan with the Level 1 Market Managers and the Level 2 Manager
- Ensure the correct planning of technical trainings
- Verify the correct people allocation by qualification, and training level reached
- Develop internal technical training material, use case, checklist to be followed in the different case handling
- Communicate the Level 1 Managers and the Level 2 Manager and the internationally located Training Academy the training needs, overall, by team, individual, according to the performances and KPIs
- Perform weekly quality checks for all the case type and areas, for all the productive agents, by measuring individual, NSCs, areas and type current performances. Identify actions to ensure a continuous improvement (communication, investigation, systems cross-check, resolution modes)
- Work to ensure one unique quality approach for all the NSCs
- Analyse qualitative KPIS by team, NSCs, Agent to identify improvement areas
- Analyse and verify product failure trends on each NSCs, identifying training needs and predictive people allocation
- Identify emerging failure, highlighting internally and to the partner root causes and TS HUB approach
- Develop technical checklist to manage in a standard way, TS; TTS; TC cases
- Share and make available to the Agents teams team-internal guidelines and bulletins
- Collect from the Specialist and the Expert team, product, service types, market specifics and internally promote alignment and harmonization
- Support and Steer the weekly operational alignment on Items, specific cases, escalations

**What do we require from you?**
- Qualification in Mechanical Engineering
- Dealership, Aftersales automotive retailer and Lean training experience
- Experience with OEM management at HQ level
- Knowledge of OEM Technical organization (HQ & NSCs)
- Knowledge of workshops’ processes, Technical systems, technical support material
- Multilevel / multi-location organization management experience
- Strong people management capabilities
- Fluency in English is mandatory, fluent German language knowledge is an advantage

**Why would do you choose MSX?**

Besides a competitive salary and benefit package, we provide a supportive, inclusive environment. You will have the opportunity to work for a premium automotive company.