Service Lane Specialist

MSX International•Cedar Rapids, IA

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. What Your Day-to- Day Responsibilities Include: Implement service strategies with dealership personnel to grow the business, increase dealer profitability, customer satisfaction, and customer service retention. Implement, train and monitor dealers on service lane processes. Become a center of expertise with the following service lane tools: 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 set geographic area Track metric progress of assigned dealers within a geographic area of responsibility, while qualifying and evaluating new candidates for service strategy implementation Ensure dealer processes are in place to gather local competitive data Ensure proper Business Development Center (BDC) service department integration Interface with District Sales, Service, Parts and Zone management to insure cross communication of dealer process changes underway and any opportunities for improvement Share best practices, ideas, success stories and analysis techniques via the SDM forum Travel as necessary, including overnights Complete other special assignments if necessary

Requirements

Previous automotive experience, with 1 year of fixed operations or equivalent experience.
Establishes rapport with others by initiating and leading conversations to make other’s feel comfortable.
Considers the impact of customers in the decision making process
Excellent communication skills; Must be a good listener as well as a good communicator both in person and over the phone. Must have appropriate writing skills when communicating messages and reports.
Must be computer literate and have experience with Microsoft Office products
Appreciates challenges and is always looking for new learning experiences
Is creative in problem resolution and demonstrates the ability to think “out of the box”, makes it a priority to solve the customer issues
Ability to overcome objections and obstacles during day to day activities.
Can develop presentations and deliver those presentations to small groups.
Ability to train groups or individuals as required in a manner that allows training to be retained.
Overall knowledge of how the different departments within an automotive dealership interacts
Understands the importance and meaning of good customer service and consistently demonstrates the best customer possible in accordance with the stated goals.
Is confident in their own abilities and skills knowledge.
Demonstrates a friendly and positive attitude with customers and co-workers.
Must be able to multi-task in a busy environment.
Able to work independently and with other team members.
Need to be an assertive individual with high energy to work in selling environment.
Knowledge and operation of Service Tools currently being utilized in dealerships today. (Examples of tools include: Service Workbench, Service Edge, X time service scheduling, etc…)
Knowledge of Dealership Management Systems (DMS)-Understanding of the operation and integration of the dealership management systems currently in use at dealerships today.
College degree (Associate’s or Bachelor’s) is required

Nice To Haves

Sales experience of selling products and services would be valuable in this position.

Responsibilities

Implement service strategies with dealership personnel to grow the business, increase dealer profitability, customer satisfaction, and customer service retention.
Implement, train and monitor dealers on service lane processes.
Become a center of expertise with the following service lane tools: 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 set geographic area
Track metric progress of assigned dealers within a geographic area of responsibility, while qualifying and evaluating new candidates for service strategy implementation
Ensure dealer processes are in place to gather local competitive data
Ensure proper Business Development Center (BDC) service department integration
Interface with District Sales, Service, Parts and Zone management to insure cross communication of dealer process changes underway and any opportunities for improvement
Share best practices, ideas, success stories and analysis techniques via the SDM forum
Travel as necessary, including overnights
Complete other special assignments if necessary