Aftersales Technical Support Engineer

Role Overview:
The Technical Support Specialist is responsible for delivering high‑quality 1st‑ and 2nd‑level technical support to distributors across the CEE region and to Hungarian dealers. The role ensures fast, accurate issue resolution, supports OEM KPI compliance, and contributes to continuous improvement through field monitoring, reporting, and technical documentation. The position also involves regular communication with partners and occasional direct customer engagement for complex cases.

Key Responsibilities

• Provide 2nd‑level technical support for CEE distributors via SSNW, Microsoft Teams, email, phone, and onsite visits when necessary.
• Deliver 1st‑ and 2nd‑level technical support for Hungarian dealers across all channels, including high‑volume phone support and frequent onsite diagnostics.
• Perform onsite troubleshooting for complex or escalated technical issues.
• Ensure full compliance with OEM technical support KPIs, including 24‑hour response time and 10‑day case closure targets.
• Conduct field monitoring and prepare Aftersales Quality Reports for recurring or systemic issues.
• Support continuous improvement by identifying patterns, root causes, and corrective actions.
• Create and localize Repair Guides for the Hungarian market within the MG Trip system, including translation and adaptation of the regions issued by HQ or other MG operations.
• Maintain accurate records of cases, diagnostics, and resolutions.
• Hold regular technical meetings with distributors to review issues, updates, and best practices.
• Deliver presentations to dealers and distributors on technical topics, system updates, and case statistics.
• Provide direct support to end customers in complex or hard‑to‑solve cases, including onsite involvement when required.