Mobile Service Field Specialist

MSX International•Washington, DC

6d•Onsite

About The Position

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 of Customer Experience, Repair Optimization, Learning and Insights. 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. This role is a Mobile Service Business Consultant & Performance Coach. It is a high-energy leadership role focused on creating change within the automotive service industry. The individual will lead the Mobile Service program, acting as a consultant, sales coach, and hands-on trainer. Responsibilities include working with dealership owners to adopt future automotive service practices, coaching management teams on profitability, and providing practical training to technicians in mobile units. The ideal candidate has a passion for customer experience, consultative sales, or retail leadership, and is not afraid to perform hands-on work. The role is divided into 50% Business Growth & Sales (consulting with Dealer Principals and Service Managers, selling the vision, overcoming objections, building a profitable business model), 25% Change Management (implementing new processes, analyzing KPIs, fixing dealership processes), and 25% Hands-On Technical Training (demonstrating procedures and training technicians in the field within the Mobile Unit).

Requirements

Passionate, resilient, and persuasive.
Ability to talk to every level at the dealership and share best practices.
High School diploma (bachelor’s degree preferred).
3+ years of customer-facing experience in automotive industry.
Must have a wide-ranging background in automotive industry with corporate and retail knowledge.
Knowledge of automotive service tools & equipment.
Ability to train Technicians on Mobile Service tools & equipment.
Understanding basic automotive systems to effectively communicate to technicians and Coordinators.
Knowledge of Automotive Service Sales Process & Techniques.
Ability to deliver sales training to MS Coordinators & Advisors.
Must have rich experience in automotive training and facilitation.
Knowledge of automotive parts operations.
Must have excellent written and verbal communication skills.
Proven record of accomplishment with program leadership.
Excellent Organizational skills.
Strong communication skills, both oral and written.
Strong analytical skills.
Strong problem-solving skills.
Exceptional collaboration and persuasion skills.
Strong initiative and motivation.

Nice To Haves

Bachelor's Degree
5+ years of experience in automotive industry.
Service in an aftermarket or dealership environment is a plus.
Retail automotive experience is a plus.
Exceptional public speaking and presentation skills.
You should be able to command a room of 20 people or a 1-on-1 meeting with an owner.

Responsibilities

Serve as SME for Mobile Service implementation, sales, operations & workflow process mapping.
Deliver technical & non-technical training at dealerships, other venues within the assigned territory, and virtually.
Training topics include new MS unit launch support, MS unit discovery, MS unit systems training, vehicle service & repair procedures, MS demand generation, inspection-based sales & customer satisfaction initiatives.
Instruct Technicians on proper vehicle lifting procedures, oil extraction/oil change procedure & vehicle checkup process.
Support and/or conduct other non-technical training.
Teach techniques for building rapport with customers, active listening, and conducting professional, high-integrity sales training to improve customer experience & increase MS department revenue.
Assist dealership management with the development and execution of dealership go to market plans.
Observe dealership process activity and provide root cause analysis/action planning/training to improve performance with proven ROI strategies.
Monitor all KPIs for all dealerships within the territory and provide counsel to dealership management in support of achieving stated sales targets.
Ensure robust parts stocking strategy to support MS operations.
Develop MS unit parts stocking plan to support planned repair as well as additional needed service opportunities.
Assist Dealer recruiting & retaining MS Technicians & Coordinators.