Servic eLane Specialist

MSX International; Houston (TX); On-site; USD 70,000 - 90,000; Full time

Job summary

MSX International is seeking candidates to function as Subject Matter Experts supporting Field Service Development Managers in assigned regions. The role focuses on implementing service strategies with dealerships to grow business, increase profitability, and enhance customer satisfaction.

A strong background in automotive service operations and excellent communication skills are required. Expect up to 90% travel within the region.

Qualifications

• Requires a high school diploma or GED; college degree preferred.
• Automotive experience, with 1 year of fixed operations or equivalent experience.
• Excellent communication and writing skills; strong listening ability.
• Able to multi-task in a busy environment; stay independent and adaptable.
• Willingness to travel up to 90% within a geographic region.

Responsibilities

• Implement service strategies with dealership personnel to grow the business and customer satisfaction.
• Train and monitor dealers on service lane processes.
• Become a center of expertise with SWB and OSS tools.
• Assist dealers in improving LOF/MPVI cycle times to under an hour.
• Track metric progress for assigned dealers and evaluate new candidates for strategy implementation.
• Interface with District Sales, Service, Parts and Zone management to share process changes and opportunities for improvement.
• Share best practices and analysis techniques via the SDM forum.
• Complete other special assignments as necessary.

Skills

Customer service

Communication

Problem solving

Training ability

Presentation skills

Travel readiness

Microsoft Office

Education

High school diploma or GED

College degree preferred

Tools

Service Workbench

Online Service Scheduling (OSS)

Service Edge

X time service scheduling

Dealership Management System (DMS) knowledge

Job description

Company Description

For more than 25 years, MSX International has been a dedicated partner to leading automotive brands around the world. We support them in transforming their businesses and in managing their operations across the areas ofCustomer Experience, Repair Optimization, LearningandInsights.We focus on helping our clients generate more value for their customers. With over 5,000 employees based in more than 80 countries worldwide, our teams provide industry-leading expertise.We have combined our deep industry expertise with cutting-edge technology solutions to help our automotive clients increase revenue and reduce costs, while enhancing operational efficiency and improving customer satisfaction. Our goal is to help our customers reach their full potential and to excel as their global partner of choice.

Job Description

MSX International is currently seeking candidates to function as Subject Matter Experts that will support the activity of the Field Service Development Managers in each assigned region.

What Your Day-to-Day Responsibilities Include:

Implement service strategies with dealership personnel to grow the business, increase dealer profitability, customer satisfaction, and customer service retention. Implement, train and monitor dealers on service lane processes. Become a center of expertise with the following service lane tools: Service Workbench (SWB) and Online Service Scheduling (OSS).

• Assist dealers in improving LOF/MPVI cycle times to under an hour
• Meet defined metric goals for assigned dealers within a set geographic area
• Track metric progress of assigned dealers within a geographic area of responsibility, while qualifying and evaluating new candidates for service strategy implementation
• Ensure dealer processes are in place to gather local competitive data
• Ensure proper Business Development Center (BDC) service department integration
• Interface with District Sales, Service, Parts and Zone management to insure cross communication of dealer process changes underway and any opportunities for improvement
• Share best practices, ideas, success stories and analysis techniques via the SDM forum
• Position requires 90% of travel time
• Complete other special assignments if necessary

High school diploma or General Equivalency Diploma (GED) is required.College degree (Associate’s or Bachelor’s) is preferred but not required.Previous automotive experience, with 1 year of fixed operations or equivalent experience.Establishes rapport with others by initiating and leading conversations to make other’s feel comfortable. Considers the impact of customers in the decision making processExcellent communication skills; Must be a good listener as well as a good communicator both in person and over the phone. Must have appropriate writing skills when communicating messages and reports. Must be computer literate and have experience with Microsoft Office productsAppreciates challenges and is always looking for new learning experiencesIs creative in problem resolution and demonstrates the ability to think “out of the box”, makes it a priority to solve the customer issuesAbility to overcome objections and obstacles during day to day activities.Can develop presentations and deliver those presentations to small groups. Ability to train groups or individuals as required in a manner that allows training to be retained.Overall knowledge of how the different departments within an automotive dealership interactsUnderstands the importance and meaning of good customer service and consistently demonstrates the best customer possible in accordance with the stated goals.Is confident in their own abilities and skills knowledge. Demonstrates a friendly and positive attitude with customers and co-workers.Must be able to multi-task in a busy environment. Able to work independently and with other team members. Need to be an assertive individual with high energy to work in selling environment.Sales experience of selling products and services would be valuable in this position.Knowledge and operation of Service Tools currently being utilized in dealerships today. (Examples of tools include: Service Workbench, Service Edge, X time service scheduling, etc…)Knowledge of Dealership Management Systems (DMS)-Understanding of the operation and integration of the dealership management systems currently in use at dealerships today.Additional InformationMSX 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.