Express Maintenance Coach

About the Company

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 managing their operations across Customer Experience, Repair Optimization, Learning, and Insights. Our focus is on helping clients generate more value for their customers. With over 5,000 employees in more than 80 countries, our teams provide industry-leading expertise, combining deep industry knowledge with cutting-edge technology to help automotive clients increase revenue, reduce costs, enhance operational efficiency, and improve customer satisfaction.

About the Role

The Express Maintenance Coach ("Coach") is responsible for the professional delivery and installation of MSX Express Maintenance prescribed solutions. The Coach will develop and maintain direct relationships with assigned dealers and OEM field organizations, assist with Dealer Launch Meetings and Dealer Workshop Meetings, and ensure the successful implementation and sustainment of the Express Maintenance program.

Responsibilities

• Installation and sustainment of the Basic and/or Advanced Express Maintenance program as outlined in MSX program documentation.
• Conduct dealership Express Consultations per MSX program documentation.
• Deliver dealer remote and in-dealer classroom training as outlined in the MSX curriculum.
• Provide on-the-job training for dealership staff per MSX program documentation.
• Offer dealership phone follow-up support.
• Complete dealer action plans in a timely and comprehensive manner.
• Implement best practice processes within Express Maintenance operations, including:
  • Customer appointment and reception/greeting
  • Workshop scheduling
  • Repair processes, productivity, and efficiency
  • Quality control
  • Invoice preparation
  • Customer vehicle delivery
  • Follow-up call after repair
• Maintain adequate contact with OEM National and Regional personnel.
• Submit monthly field detail reports.
• Submit weekly timecards and expense reports.

Requirements

• At least 7–10 years of dealership or aftermarket management experience.
• OEM dealer contact experience is a plus.
• Excellent verbal and written communication skills.
• Proficiency with Microsoft Word, PowerPoint, Excel, and web-based applications.

Qualifications

• Ability to leverage relationships to identify and sell the business case for change.
• Experience analyzing data from dealer financials and operational assessments to establish improvement action plans.
• Implementation of maintenance advisor selling systems and process improvement solutions at the aftermarket or retail level.
• Ability to understand, establish, and implement effective metrics to keep dealerships focused on growth and ROI.
• Demonstrated proficiency with PC applications in a Windows environment.
• Ability to train and utilize all aspects of automotive tire sales and maintenance sales.
• Ability to influence sales personnel and technicians in training processes and monitor results.