Service Lane Consultant

MSX International•Saratoga Springs, NY

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, improve dealer profitability, increase customer satisfaction, and strengthen customer service retention. It includes implementing, training, and monitoring service-lane processes and helping dealers improve LOF/MPVI cycle times to under an hour. The position requires 90% travel and may include other special assignments as needed.

Requirements

At least one year of fixed-operations or equivalent experience.
Strong communication and listening skills, including appropriate writing skills for messages and reports.
Computer literacy and experience with Microsoft Office products.
Ability to build rapport and consider customer impact in decision-making.
Ability to solve customer issues creatively and overcome objections and obstacles.
Ability to develop presentations and deliver them to small groups.
Ability to train groups or individuals effectively.
Knowledge of how departments within an automotive dealership interact.
Understanding of good customer service and consistent demonstration of customer-focused service.
Ability to multitask in a busy environment and work independently or with team members.
Assertiveness and high energy for a selling environment.
Knowledge and operation of service tools used in dealerships.
Understanding of dealership management systems (DMS), including their operation and integration.

Nice To Haves

Associate’s or bachelor’s degree (preferred but not required).
Sales experience selling products and services.
Familiarity with dealership service tools such as Service Workbench, Service Edge, and Xtime service scheduling.

Responsibilities

Implement service strategies with dealership personnel to grow business, increase dealer profitability, improve customer satisfaction, and increase 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 an hour.
Meet defined metric goals for assigned dealers within a 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.
Communicate with District Sales, Service, Parts, and Zone management about 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.