Field Service Specialist
About The Position
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. 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 and Analyzing and making suggestions related to repair shop process improvements and offering proactive business planning with a focus on customer experience.
Requirements
- A minimum of 3 to 5 years’ automotive experience required
- current ASE certification is preferred but previously certified individuals will be considered
- Highly motivated, adaptive, and autonomous with the ability to deliver results
- Ability to travel locally to dealerships within a designated area
- Ability to analyze and document vehicle case updates
- Ability to communicate technical information to all levels
- Ability to analyze data and create custom reports using provided templates
- Ability to effectively use MS Word, Excel, and PowerPoint
- Ability to work independently and manage a progressive workload in a fast-paced environment
- High School Diploma
- Intermediate knowledge of Excel – will be tested
- Analytical skills with ability to understand and communicate the meaning of the data being presented
- Excellent Mathematical/Statistical and Logic skills
- Excellent Reasoning and Organizational skills
- Full professional proficiency in English is required
- Knowledge of arithmetic (addition, subtraction, multiplication, division) and their applications are required
Nice To Haves
- Minimum professional proficiency in Spanish is preferred
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 customer experience
- Include local travel to designated dealerships
- Assisting dealer technicians with solving tough vehicle cases
- Providing knowledge and support to dealer personnel
- Documenting technical issues
- Completing research and following up to help solve challenging cases
- Report out to PMO
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
