Lead Field Service Consultant

MarketSource•Pittsburgh, PA

About The Position

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. Summary The Lead Automotive TA will serve as an in-field Team Lead and will provide direction and assistance to other TA resources. Along with the Automotive TA, the Lead Automotive TA will act as a direct liaison between the dealerships and the OEM within their assigned program. The Lead Automotive TA will have a special focus on buyback reductions including repeat repairs/visits, repair time, and Fixed First Visit.

Requirements

Demonstrated leadership, motivational and influencing skills
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
Bachelor’s Degree or equivalent work experience in lieu of degree
Master Technician Certification or equivalent experience in lieu of certification
4+ years of automotive experience
Valid Driver’s License to complete daily dealership visits
Up to 75% travel; 2-3 weeks per month

Nice To Haves

Dealership fixed operations experience as a Fixed Operations Director/Parts Service Manager or equivalent OEM experience preferred
Prior leadership experience with remote employees preferred

Responsibilities

Facilitate technical training for the assigned Automotive Technical Advisors
Provide assistance to the assigned Automotive Technical Advisors to satisfy and exceed program goals and objectives
Ensure and promote strong relationships with the field team and program leadership to ensure communication continuity and adoption of all directives
Ensure employee satisfaction through progressive employee engagement
Interview and hire high quality full time and part time employees
Manage attrition through key performance indicators
Manage performance in territory to achieve all objectives
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