Field Service Consultant

MSX International•Thornton, CO

7d•$80,000 - $103,000•Hybrid

About The Position

MSX is seeking automotive repair experts to troubleshoot tough issues and help complete repairs the first time. The Field Service Consultant will travel locally to designated dealerships to assist their technicians with solving complex vehicle cases. This role requires providing knowledge and support, documenting technical issues, completing research, and following up to solve challenging cases. The position focuses on improving the customer experience and increasing "fixed first visit" rates through analysis and suggestions for repair shop process improvements and proactive business planning.

Requirements

Automotive technician experience.
ASE certified technician (current or past).
Ability to solve complex vehicle issues.
Proficient in documenting technical issues.
Proficient in completing research.
Ability to follow up to help solve challenging cases.
Good at providing knowledge and support.

Responsibilities

Assessing and solving technical escalations.
Providing online and in-dealership technical assistance.
Leading discussions and acting as a subject matter expert.
Managing recall requirements and ensuring Required Service Updates (RSU) are completed and following up to ensure a reduction in buybacks.
Interacting with the team as the quality feedback liaison.
Providing dealership consultations on repair order documentation, repair service agreements, and facility inspections.
Ensuring the improvement of the customer experience and increasing “fixed first visit” cases.
Analyzing and making suggestions related to repair shop process improvements and offering proactive business planning with a focus on the customer experience.