Service Lane Specialist

MSX International•Grand Rapids, MI

15h•Onsite

About The Position

MSX International is currently seeking candidates to function as Subject Matter Experts that will support the activity of the Field Service Development Managers in each assigned region. This role involves implementing service strategies with dealership personnel to grow the business, increase dealer profitability, customer satisfaction, and customer service retention. The specialist will also train and monitor dealers on service lane processes, becoming a center of expertise with tools like Service Workbench (SWB) and Online Service Scheduling (OSS). Additionally, they will assist dealers in improving LOF/MPVI cycle times, meet defined metric goals for assigned dealers within a set geographic area, track metric progress, and qualify new candidates for service strategy implementation. The role requires ensuring dealer processes are in place to gather local competitive data, integrating Business Development Center (BDC) service department operations, and interfacing with District Sales, Service, Parts, and Zone management for cross-communication of dealer process changes and improvement opportunities. Sharing best practices, ideas, success stories, and analysis techniques via the SDM forum is also a key responsibility. This position requires 90% travel time and may involve other special assignments.

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.

Nice To Haves

College degree (Associate’s or Bachelor’s) is preferred but not required.
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.
Complete other special assignments if necessary.