Express Service Coach

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 clients transform their businesses and effectively manage operations in Sales Performance, Repair Optimization and Compliance, Parts and Accessories Sales Performance, and Consumer Engagement. With global teams, industry expertise, and technology, we design and deliver tailored, sustainable, and innovative solutions that optimize operations and captivate customers.

About the role

The Express Service Coach will professionally 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 Meetings and Dealer Workshop Meetings, and ensure the installation 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 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 and repair processes
  • Productivity, efficiency, and quality control
  • Invoice preparation and customer vehicle delivery
  • Follow-up call 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 (preferred)
• Proficiency with Microsoft Word, PowerPoint, Excel, and web-based applications
• Exceptional track record demonstrating:
  • Ability to leverage relationships to identify and sell the business case for change
  • Analyzing data from dealer financials and operational assessments to establish improvement action plans
  • Implementation of 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
  • Proficiency with PC applications in a Windows environment
  • Training and utilization of automotive tire sales and maintenance sales
  • 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

Pay

The wage range for this role is $65,000 to $78,000 annually, based on current experience. The range accounts for factors such as skill sets, experience, training, and organizational needs. Geographic differentials may apply depending on the position location.