Service Lane Consultant
About The Position
MSX International is seeking a Service Lane Consultant to serve as a subject matter expert supporting Field Service Development Managers in assigned regions. The role works with dealership personnel to implement service strategies that grow business, increase dealer profitability, improve customer satisfaction, and strengthen customer service retention. The consultant implements, trains, and monitors dealership service-lane processes and develops expertise in tools such as Service Workbench (SWB) and Online Service Scheduling (OSS). The position is field based and requires 90% travel.
Requirements
- Previous automotive experience, including one year of fixed operations or equivalent experience.
- Ability to establish rapport by initiating and leading conversations and to consider customers in decision-making.
- Strong communication and listening skills in person and over the phone, appropriate writing skills for messages and reports, computer literacy, and experience with Microsoft Office products.
- Ability and interest in learning and taking on challenges.
- Creative problem-solving skills, including the ability to think outside the box and prioritize resolving customer issues.
- Ability to overcome objections and obstacles during daily work.
- Ability to develop and deliver presentations to small groups and train individuals or groups effectively.
- General knowledge of how departments within an automotive dealership interact.
- Understanding of good customer service and consistent demonstration of customer service in accordance with stated goals.
- Confidence in own abilities and skills, with a friendly and positive attitude toward customers and coworkers.
- Ability to multitask in a busy environment and work independently and with team members.
- Assertiveness and high energy to work in a sales environment.
- Knowledge and operation of service tools used in dealerships, such as Service Workbench, Service Edge, and Xtime service scheduling.
- Knowledge of Dealership Management Systems (DMS), including their operation and integration.
Nice To Haves
- An associate’s or bachelor’s degree is preferred but not required.
- Sales experience selling products and services.
- Knowledge of dealership service tools such as Service Workbench, Service Edge, or Xtime service scheduling.
Responsibilities
- Implement service strategies with dealership personnel to grow business, increase dealer profitability, improve customer satisfaction, and improve customer service retention.
- Implement, train, and monitor dealers on service-lane processes.
- Develop expertise in Service Workbench (SWB) and Online Service Scheduling (OSS).
- Assist dealers in improving LOF/MPVI cycle times to under one hour.
- Meet defined metric goals for assigned dealers in a designated geographic area.
- Track assigned dealers’ metric progress and qualify and evaluate new candidates for service-strategy implementation.
- Ensure dealer processes are in place to gather local competitive data.
- Ensure proper integration of the Business Development Center (BDC) with the service department.
- Coordinate with District Sales, Service, Parts, and Zone management to communicate dealer process changes and opportunities for improvement.
- Share best practices, ideas, success stories, and analysis techniques through the SDM forum.
- Complete other special assignments as necessary.
- Travel 90% of the time.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
