Express Service Coach

About the role

As the Express Service Coach, you will professionally deliver and install MSX Express Maintenance prescribed solutions. You 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 documentation.
• Conduct dealership Express consultations per MSX Express Maintenance program guidelines.
• Deliver dealer remote and in-dealer classroom training as outlined in the MSX Express Maintenance curriculum.
• Provide on-the-job training for dealership staff as documented in the MSX Express Maintenance program.
• 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 and repair processes
  • Productivity, efficiency, and quality control
  • Invoice preparation and customer vehicle delivery
  • Follow-up calls after repair
• Maintain adequate contact with OEM National and Regional personnel.
• Submit monthly field detail reports.
• Submit weekly time cards and expense reports.

Requirements

• Minimum of 7–10 years of dealership or aftermarket management experience.
• OEM dealer contact experience is a plus.
• Proficiency with Microsoft Word, PowerPoint, Excel, and internet-based applications.
• Willingness and ability to travel 80% of the time.

Qualifications

• Exceptional track record in leveraging relationships to identify and sell the business case for change.
• Ability to analyze data from dealer financials and operational assessments to establish improvement action plans.
• Experience implementing maintenance advisor selling systems and process improvement solutions at the aftermarket or retail level.
• Ability to understand, establish, and implement effective metrics to drive dealership growth and ROI.
• Demonstrated proficiency with PC applications in a Windows environment.
• Experience with automotive tire sales and maintenance sales.
• Strong ability to influence sales personnel and technicians during training and monitor results.
• Highly motivated, self-starter with excellent customer relationship, communication, and facilitation skills.
• High degree of interest in working in a field environment with minimal supervision.