Swedish-speaking Automotive Technical Support Coordinator

The Technical Support Coordinator ensures the delivery of agreed services within their market/business scope, in accordance with the contractual agreement between a premium automotive manufacturer and MSX, with a primary focus on optimizing team capacity allocation while maintaining a high level of service aligned with customer expectations and agreed SLAs.

By ensuring daily performance achievement, resource optimization, and operational stability, the Technical Support Coordinator develops and maintains strong collaboration with all internal and external stakeholders.

Duties and responsibilities

• Manage his specific scope of responsibility (geographical and ticket types area) 
• Ensure the teams are providing the expected Technical Support service to the markets in line with the expected SLA 
• Responsible for: 
  • Quality check - Individual coaching based on identified individual mistakes 
  • Individual performance monitoring (productivity and quality) 
  • Individual performance coaching sessions (bi-monthly) 
  • ITEM linkage monitoring and coaching 
  • Hold and drive the Weekly Team meeting 
  • Daily control and balance the workload of every agent 
  • Yearly individual Performance Evaluation (following company standard) 
  • Regions/Markets TS Operations performance monitoring and steering 
  • Organize newcomers onboarding (HR - systems - accesses…) 
  • Plan the newcomers initial training (admin - systems…) 
  • Newcomer onboarding support (system training, shadowing, knowledge transfer, coaching) 
  • Quality check - case evaluation 
  • Internal escalation treatment (+escalation of repetitive path) 
  • Tickets treatment 
  • Standard Operation Procedures development for the most repetitive ticket types / dealer questions / issues 
  • Represent the TS Team in the morning SIM2 
  • Organize and maintain the daily SIM1(s) 
  • Follow the Lean Ambassador qualification path 
  • Organize and deliver Lean workshops to address targeted operational challenges 
  • Quality check - case discussion with market / AG 
  • Weekly Markets Steering meeting participation