Field Service Consultant

MarketSource; Fort Wayne (IN); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical, dental & vision

401(k)/Roth

Life & AD&D insurance

Short and long-term disability

Health Savings Accounts (HSA)

Transportation benefits

Employee Assistance Program

Paid time off

Job summary

MarketSource is seeking an Automotive Technical Advisor to act as a liaison between dealerships and the OEM within their program. Focus will be on buyback reductions, repeat repairs, and improving repair times and First Visit outcomes.

The role requires dealership fixed operations understanding, ability to travel to dealerships within assigned area, and strong communication and data analysis skills. Proactive problem solving and collaboration with clients are essential.

Qualifications

• Bachelor’s Degree or equivalent work experience.
• Master Technician Certification or equivalent experience.
• 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
• Initiate resolutions on current unresolved issues to support dealerships’ competitiveness and loyalty
• Analyze repair shop processes and advise on proactive business planning with a customer focus
• Manage STAR escalations for high buyback risk vehicles identified in SalesForce
• Provide in-dealership technical assistance

Skills

Communication skills

Travel readiness

Customer service orientation

Analytical skills

Education

Bachelor’s Degree or equivalent

Master Technician Certification or equivalent

Tools

MS Word

MS Excel

Job description

Overview

MarketSource is a sales acceleration company focused on delivering better outcomes for many of the world’s most iconic brands. We design, operationalize, and execute managed sales and customer experience solutions for companies in B2B and B2C environments.

Our solutions are purpose-built and tech-enabled to deliver measurable improvements in business outcomes. We live by a set of people-focused values that guide our relationships with each other and with our clients. By putting people first, working together to make others successful, and establishing a rich and empowered work culture, we create opportunities for our people and the businesses we serve to be successful.

Responsibilities

Summary

The Automotive Technical Advisor will act as a direct liaison between the dealerships and the OEM within their assigned program. The Automotive Technical Advisor will have a special focus on buyback reductions including repeat repairs/visits, repair time, and Fixed First Visit.

Essential Job Functions:

• 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

Qualifications

Job Requirements:

• 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

Additional Information

MarketSource is an Equal Opportunity Employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. If you would like to request reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please call 877-883-4575 or email [e-mail] requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. This role may be eligible for the following:

• Medical, dental & vision
• 401(k)/Roth
• Insurance (Basic/Supplemental Life & AD&D)
• Short and long-term disability
• Health & Dependent Care Spending Accounts (HSA & DCFSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

San Fran Candidates only:Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.Los Angeles Candidates only:We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.Unincorporated Los Angeles County Candidates Only:Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Where applicable, in accordance with the Los Angeles County Fair Chance Ordinance for Employers, Candidates must satisfy all pre-employment screening criteria and may be disqualified due to criminal history because the requirements of this position, as outlined above, may include: access to valuable company assets; exercise of good judgment and performance of duties safely under work conditions that may be stressful including under supervision of client; access to sensitive personal or financial information; and/or access to objects that may be used to inflict injury or harm to others.

"Individual compensation offered for this position will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.