Automotive Field Service Advisor

MarketSource; Chicago (IL); On-site; USD 83,000 - 87,000; Full time

Benefits offered by this job

Medical, dental & vision

401(k)/Roth

Life Insurance

Short and long-term disability

HSA & DCFSA

Transportation benefits

Employee Assistance Program

Time Off/Leave

Job summary

MarketSource is seeking an automotive dealer operations consultant to provide technical assistance and leadership across dealer service networks. You will motivate service personnel, drive repair performance, and represent the OEM in escalations, with travel across assigned dealerships.

You will analyze repair shop processes, support recall and RSU follow-up, and deliver proactive business planning to improve customer satisfaction.

Qualifications

• Bachelor’s Degree or equivalent work experience in lieu of degree.
• Master Technician Certification or equivalent experience in lieu of certification.
• 2+ years of automotive experience.
• Dealership fixed operations experience preferred.
• Valid Driver’s License to complete daily dealership visits.
• Occasional travel required.

Responsibilities

• Provide technical assistance and fixed operations consultation to our dealer service personnel, fleet, and commercial customers
• Motivate and lead dealer service personnel to higher levels of service and parts performance consistent with corporate and industry direction
• Initiate resolutions on current unresolved issues in support of dealer’s efforts to maximize their competitiveness in the marketplace while improving customer retention and loyalty
• Analyze and make suggestions relating to repair shop process improvements and offering a proactive business planning with a focus on the customer
• Manage STAR escalations- high buyback risk vehicles as identified in SalesForce
• Provide in-dealership technical assistance
• Provide dealership consultation on the following: repair order documentation, repair service agreements and facilities inspections
• Troubleshoot and solve final repair attempt situations
• Identify repair shop process improvements and proactive business planning with a focus on the customer
• Represent the OEM as a subject matter expert (litigation/buybacks); CAIR updates needed for each involvement with additional systems as directed by the OEM
• Provide support for C.A.G./engineering- providing on ground request support
• Oversee Recall and Required Service Updates (RSU) follow-up and reduction
• Establish yourself as a quality feedback liaison
• Highly motivated, adaptive, and autonomous with the ability to deliver results
• Entrepreneurial individual with a history of leadership and achievement
• Excel in building positive working relationships, cost assessment and conflict resolution
• Understanding of automotive dealership fixed operations
• Ability to travel to dealerships within a designated area
• Ability to communicate technical information to all levels within both the client and the dealerships
• Ability to analyze data and create custom reports
• Ability to effectively use MS Word, Excel, and other customized software
• Ability to work independently, multi-task, and manage a progressive workload in a fast-paced environment
• Ability to identify and react swiftly to issues that may arise
• Excellent written, oral and presentation skills
• Ability to tackle complex issues and develop innovative and practical solutions
• Proficient with Microsoft Office; Work, PowerPoint, and Excel

Skills

Automotive fixed operations

Customer service

Data analysis

MS Office (Word, Excel, PowerPoint)

Travel to dealerships

Presentation skills

Communication

Problem solving

Education

Bachelor’s Degree or equivalent

Master Technician Certification

Tools

Salesforce

Microsoft Office

Job description

MarketSource is seeking an automotive dealer operations consultant to provide technical assistance and leadership across dealer service networks. You will motivate service personnel, drive repair performance, and represent the OEM in escalations, with travel across assigned dealerships.

You will analyze repair shop processes, support recall and RSU follow-up, and deliver proactive business planning to improve customer satisfaction.