Technical Delegate Manager

Role Overview

• 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)

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