Service Lane Specialist

MSX International; Columbia (SC); On-site; USD 55,000 - 75,000; Full time

Job summary

MSX International is seeking Subject Matter Experts to support Field Service Development Managers across regions. You will implement dealership service lane processes, train personnel, monitor metrics, and share best practices to improve profitability and customer satisfaction.

The role requires automotive experience, strong communication skills, and the ability to train groups while coordinating with various departments to optimize service operations.

Qualifications

• High school diploma or GED required.
• College degree (Associate’s or Bachelor’s) preferred but not required.
• 1 year of fixed operations or equivalent automotive experience.
• Excellent communication and writing skills; proficient with Microsoft Office.
• Ability to train groups or individuals and present to small groups.

Responsibilities

• Implement service strategies with dealership personnel to grow the business and improve customer satisfaction.
• Train and monitor dealers on service lane processes; become a center of expertise for SWB and OSS.
• Meet defined metric goals for assigned dealers within a geographic area.
• Track metric progress and evaluate new candidates for service strategy implementation.
• Interface with District Sales, Service, Parts and Zone management to coordinate dealer process changes.
• Share best practices and analysis techniques via the SDM forum.
• Complete other special assignments as needed.

Skills

Customer service

Communication

Dealership operations

Training delivery

Presentation skills

MS Office

Analytical thinking

Problem solving

Multi-tasking

Sales experience

Education

GED or High School Diploma

Associate’s or Bachelor’s degree (preferred)

Tools

Service Workbench

OSS

DMS Systems

Service Tools

Job 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
• 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
• Complete other special assignments if necessary

Qualifications

• 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 process
• Excellent 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 products
• Appreciates challenges and is always looking for new learning experiences
• Is creative in problem resolution and demonstrates the ability to think “out of the box”, makes it a priority to solve the customer issues
• Ability 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 interacts
• Understands 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 Information

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.