FIELD PERFORMANCE SPECIALIST

MSX International; Ann Arbor (MI); Hybrid; USD 60,000 - 90,000; Full time

Job summary

MSX International seeks an Operations Specialist to evaluate dealer fixed operations, identify inefficiencies, and drive performance improvements. You will coach dealer staff on sales techniques and customer service standards to align with Dealer and OEM business plans.

You will monitor progress, document actions, and share best practices for enhanced customer experience. You will travel to dealer locations for on-site support and evaluations and collaborate with management to implement

Qualifications

• Experience in dealer or aftermarket automotive service operations.
• Strong coaching and mentoring skills with ability to motivate dealer staff.
• Excellent analytical skills to evaluate performance metrics and identify improvement opportunities.
• Strong communication and interpersonal skills to build relationships with dealer staff and management.

Responsibilities

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

Skills

Dealer operations

Coaching & mentoring

Data analysis

Customer service

Education

Bachelor's degree (preferred)

Tools

CRM software

Excel

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.

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).

Additional Information

80% Travel required
Overnight travel required
You will have the ability to accommodate working from home office or remote location equally

You will receive ongoing support, coaching, and development from Regional and Market Team Leaders to ensure your success

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.