Manager Support Techniques - H/F

Manager Support Techniques - H/F

With 4,700 employees worldwide, including 400 in France, MSX International stands as a major player in outsourced services for the automotive industry. For over 25 years, we have been supporting car manufacturers and their distribution networks in France, as well as all mobility actors, with the trust of around fifty committed clients.

Our HR commitment to performance:

Aware that the evolution of our teams is a key lever for success, internal promotion is at the heart of our HR policy. Our strength lies in the diversity of our professions and the variety of brands with which we collaborate. Whatever your background or level of education, MSX International offers stimulating career opportunities tailored to your ambitions.

The/The Head of Project Delegated Technical Country is responsible for the animation and coordination of the team of Delegated Technicians within the given country, ensuring the proper execution of the program at the local level.

The position contributes to the objectives of MSX and an automobile manufacturer by ensuring the achievement of the project KPIs, providing a high level of quality of technical activities across the network of dealerships, in strict compliance with the standards of the concerned automobile manufacturer, and promoting the sharing of best practices among the Technical Delegates.

The/The Head of Project Delegated Technicians Country pilots a portfolio of activities and initiatives in the concerned country, coordinates the field team, ensures a structured and regular relationship with the manufacturer at the national level, and actively contributes to the continuous improvement of processes and service quality.

Main Missions

Project Management & Governance

• Ensure the achievement of the project KPIs (quantitative and qualitative) related to the activities of the Delegated Technicians in the country.
• Define, maintain, and communicate a clear local governance model (activity calendar, information flow, roles and responsibilities).
• Plan and follow the schedules of visits and field interventions of the Delegated Technicians, ensuring adequate coverage and effective prioritization (critical dealerships, new openings, pilot projects, etc.).
• Analyze the performance reports of the team (quality of files, complex diagnostics, resolution deadlines, first-pass resolution rate, customer satisfaction, etc.) and implement improvement plans.
• Ensure compliance with MSX and the concerned automobile manufacturer's standards in terms of business, brand, safety, and quality across all network activities.
• Coordinate the local deployment of new project initiatives or process evolutions defined by MSX / automobile manufacturer central teams.
• Identify and share with the automobile manufacturer proposals for improvement, process innovations, and opportunities for service extension or optimization.

Management of the Client Relationship at the National Level

• Be the main operational contact of the concerned automobile manufacturer in the country for all topics related to the team of Delegated Technicians.
• Prepare and lead regular meetings with the automobile manufacturer (steering committees, operational reviews, performance reviews), presenting analyses, results, issues, and action plans.
• Develop and pilot a country activity plan aligned with the project's global objectives.
• Translate the needs of the concerned automobile manufacturer into clear operational requirements and priorities for the team of Delegated Technicians.
• Accompany the automobile manufacturer in defining and launching tactical initiatives (technical campaigns, focus on critical areas, new KPIs, etc.).

Team Management & Talent Development

• Manage, motivate, and support the national team of Delegated Technicians, ensuring a clear understanding of objectives, priorities, and modes of operation.
• Conduct regular performance interviews and define individual and collective development plans.
• Ensure the effective integration of new Delegated Technicians and plan continuous training (technical and soft skills), in collaboration with MSX stakeholders and the automobile manufacturer.
• Monitor the workload of the team and ensure a balanced distribution of activities, territories, and complexity of cases.
• Promote a culture of collaboration, knowledge sharing, and continuous improvement within the team.

Reporting, Analysis & Continuous Improvement

• Produce clear and concise reports on the country's performance (KPIs, trends, root causes of non-compliance, experience feedback).
• Rely on data and analysis to identify areas for improvement, define corrective actions, and monitor their impact.
• Contribute to the definition and improvement of reporting tools and performance standards for Delegated Technicians.
• Share best practices between countries (where applicable).

Qualifications

• Solid experience (generally 3 to 5 years) in project or program management in the automotive sector (after-sales, technical support, field operations, training, or similar activities).
• Experience in coordinating field teams (field force, network consultants, technical specialists, auditors, or equivalent).
• Experience in managing B2B client relationships and multiple stakeholders at the national level, particularly with an automobile manufacturer.
• Experience in producing managerial reports and analyzing performance (KPIs, budget elements / basic forecasts, action plans).
• Experience in process improvement projects and/or launching new programs or services (desired).
• Previous technical or technical-commercial experience within a dealership, importer / NSC, or automobile manufacturer (highly appreciated).

Knowledge

• Excellent knowledge of the automotive sector, with a particular focus on after-sales (service, diagnostics, warranty, technical support, customer satisfaction).
• Good understanding of the functioning of dealership networks and interactions between manufacturers, importers / NSC, and dealerships.
• Knowledge of basic project management principles (project lifecycle, planning, monitoring, risk and incident management).
• Mastery of KPI management principles (definition, monitoring, interpretation of data, impact on operational performance).
• Knowledge of quality and safety standards applicable to the automotive work environment (workshop procedures, occupational health and safety).
• Very good level of English, both oral and written, to interact with the automobile manufacturer and MSX's international structures.

Technical Skills

• Advanced use of reporting and data analysis tools (Excel, dashboards, simple BI tools) for monitoring team performance and project KPIs.
• Proficiency in the main MS Office tools (PowerPoint, Excel, Word) for producing structured presentations and professional documents.
• Knowledge of automotive information systems (DMS, diagnostic tools, manufacturer technical portals, warranty systems, CRM) constituting a real asset.
• Ability to define, analyze, and interpret technical and operational KPIs (first-pass resolution rate, resolution deadlines, NPS, workshop return rates).
• Ability to structure and pilot project plans (Gantt, milestones, risk and incident tracking) using appropriate tools (MS Project, Planner, or equivalent).

Key Competencies

• Project Management : effective end-to-end management of national-level initiatives, including activity planning, resource allocation, and timelines, progress monitoring, and implementation of corrective actions as needed.
• Stakeholder Management : development and maintenance of strong, collaborative relationships with the automobile manufacturer, dealership network, and MSX internal teams, taking into account the needs and priorities of each.
• Team Leadership : animation of the Delegated Technicians team by providing clear direction, constructive feedback, and continuous support; ability to motivate teams and manage varying performance levels.
• Problem Analysis and Resolution : analysis of data and complex situations, identification of trends and root causes, proposal of pragmatic solutions, and implementation of measurable improvement plans.
• Communication and Presentation : clear, structured, and audience-appropriate communication (Delegated Technicians, manufacturer management, dealership staff), both written and oral; preparation and delivery of effective and engaging presentations.
• Organization and Time Management : ability to manage multiple activities, projects, and priorities simultaneously, respecting deadlines and maintaining a high level of quality.
• Change Leadership and Initiative : ability to propose new solutions and improvements, and to accompany the adoption of new ways of working within the team and network.
• Customer Orientation : constant attention to the satisfaction of the automobile manufacturer and the final customer, ensuring that operational decisions have a positive impact on service quality and customer experience.
• Teamwork and Collaboration : close collaboration with other countries and MS