Express Service Coach

About the Role

MSX is seeking an Express Service Coach to deliver and install MSX Express Maintenance prescribed solutions. The Coach will develop and maintain direct relationships with assigned dealers and OEM field organizations, assist with Dealer Launch and 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 program guidelines.
• Deliver remote and in-dealer classroom training as outlined in the MSX curriculum.
• Provide on-the-job training for dealership staff.
• Offer phone follow-up support to dealerships.
• 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

• 7–10 years of dealership or aftermarket management experience.
• OEM dealer contact experience is a plus.
• Proficiency with Microsoft Word, PowerPoint, Excel, and web-based applications.
• Exceptional track record in:
  • Leveraging relationships to identify and sell the business case for change.
  • Analyzing data from dealer financials and operational assessments to establish improvement action plans.
  • Implementing maintenance advisor selling systems and process improvements at the aftermarket or retail level.
  • Understanding, establishing, and implementing effective metrics to drive dealership growth and ROI.
  • Training and utilizing automotive tire and maintenance sales techniques.
  • Influencing sales personnel and technicians in training processes and monitoring results.
• Willingness and ability to travel 80% of the time.
• Highly motivated, self-starter with excellent customer relationship, communication, and facilitation skills.
• Strong interest in working in a field environment with minimal supervision.