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Driving Transformation in the automotive retail industry
Technical Delegate Manager
Location
France
Posted
112 days ago
Salary
0
Seniority
Senior
Job Description
Technical Delegate Manager
MSX International
• 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 Client business, 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 • 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.) • 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 • 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)
Job Requirements
- Solid experience (typically 3–5 years) in managing projects or programs in the automotive sector
- 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
Benefits
- Flexible working methods
- Equal opportunities employer
- Disability Confident Committed organization
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