Automotive Operations Specialist

MSX International; Kentucky; On-site; USD 60,000 - 68,000; Full time

Job summary

MSX International is seeking an Operations Specialist to evaluate dealer fixed operations, coach staff on sales techniques and customer service, and monitor performance against Ford objectives. You’ll document actions, report findings, and drive continuous improvement with dealership management.

You will travel to dealer locations to provide on-site support, identify inefficiencies, and implement best practices to enhance the customer experience and performance metrics.

Qualifications

• Proven experience in dealer or aftermarket automotive service operations.
• Strong coaching and mentoring skills to motivate dealer staff.
• Excellent analytical skills to evaluate performance metrics.
• Strong communication and interpersonal skills with staff and management.
• Willingness to travel to dealer locations for on-site support.
• Knowledge of dealer fixed operations and business objectives.
• Experience implementing customer service best practices and sales techniques.
• Ability to manage multiple priorities and work independently.
• Ability to influence sales personnel and technicians during training.
• Experience analyzing dealer financials and operational assessments.
• Proficiency with PC applications in a Windows environment.
• Bachelor's Degree preferred; GED required.

Responsibilities

• Evaluate current dealer operations to identify inefficiencies, gaps, and opportunities for improvement.
• Coach and mentor dealer staff on sales techniques and customer service standards.
• Monitor dealer progress between support actions and provide ongoing feedback.
• Document actions taken and provide recommendations from on-site visits.
• Implement best practices in customer service and sales to enhance experience.
• Track and report key performance metrics and celebrate successes.
• Collaborate with dealership management to develop and implement action plans for improvement.

Skills

Dealer operations

Coaching

Analytics

Communication

Travel readiness

Fixed ops knowledge

Customer service

Sales techniques

Time management

Stakeholder management

Data analysis

PC skills

Training influence

Bachelor's degree preferred

GED required

Education

Bachelor's Degree preferred

GED required

Tools

Windows PC

Job description

Company Description

MSX has been a trusted partner to leading vehicle manufacturers, their retailers, and mobility organizations globally for more than 30 years. Our unwavering commitment is to help our clients transform their businesses and effectively manage operations in the areas of Sales Performance; Repair Optimization and Compliance; Parts and Accessories Sales Performance; and Consumer Engagement. With our global teams, industry expertise, and the power of technology, we design and deliver tailored, sustainable, and innovative solutions and services that help our clients optimize their operations and captivate their customers.

Job Description

MSX International is seeking an Operations Specialist who will evaluate current dealer fixed operations, identify inefficiencies, and recommend areas for performance improvement. You will work closely with dealer staff to coach and mentor them on sales techniques and customer service standards to ensure the delivery of Dealer and OEM Business Plan Objectives. You will monitor dealer progress, recap actions taken, and recommend best practices to enhance customer experience. Additionally, you will track and report key performance metrics, identifying areas for improvement and celebrating successes.

Key Responsibilities

• Evaluate current dealer operations to identify inefficiencies, gaps, and opportunities for performance improvement.
• Coach and mentor dealer staff on sales techniques and customer service standards to achieve Dealer Business Plans and Ford objectives.
• Monitor dealer progress between support actions, providing ongoing feedback and support.
• Accurately document actions taken and provide recommendations from on-site support visits.
• Implement best practices in customer service and sales techniques to enhance the overall customer experience.
• Track and report key performance metrics, identifying areas for improvement and celebrating successes.
• Collaborate with dealership management to develop and implement action plans for continuous improvement.

Qualifications

• Proven experience in dealer or aftermarket automotive service operations.
• Strong coaching and mentoring skills with the ability to motivate and develop dealer staff.
• Excellent analytical skills to evaluate performance metrics and identify areas for improvement.
• Strong communication and interpersonal skills to build effective relationships with dealer staff and management.
• Ability to travel to dealer locations for on-site support and evaluations.
• Knowledge of dealer fixed operations and business objectives.
• Experience implementing customer service best practices and sales techniques.
• Ability to work independently and manage multiple priorities.
• Ability to leverage relationships to identify and sell the business case for change.
• Analyzing data from dealer financials and operational assessments to establish improvement action plans.
• Demonstrated proficiency with PC applications in a Windows environment.
• Ability to influence the sales personnel and technicians in the training processes and monitor the results.
• Bachelor's Degree (preferred) but High school diploma or General Equivalency Diploma (GED) is required

Additional Information

The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets, experience and training, and other business and organizational needs. The disclosed range estimate may not have been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At MSXi, it is not typical for an individual to be hired at the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current annual range is $60k to $68k based on current experience.

MSX International is an Equal Employment Opportunity Employer committed to employing a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veteran status, age, or any other characteristic protected by law.