Field Service Consultant

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

About the role

We are expanding one of our client’s programs and are looking to build a team of automotive repair experts who can troubleshoot tough issues and help complete repairs the first time. Your day-to-day will include local travel to designated dealerships and assisting their technicians with solving tough vehicle cases. If you are good at providing knowledge and support, are proficient in documenting technical issues, completing research, and following up to help solve challenging cases, then this position might be a great fit for you.

Responsibilities

• Assessing and solving technical escalations.
• Providing online and in-dealership technical assistance.
• Leading discussions and acting as a subject matter expert.
• Managing recall requirements and ensuring Required Service Updates (RSU) are completed and following up to ensure a reduction in buybacks.
• Interacting with the team as the quality feedback liaison.
• Providing dealership consultations on repair order documentation, repair service agreements, and facility inspections.
• Ensuring the improvement of the customer experience and increasing “fixed first visit” cases.
• Analyzing and making suggestions related to repair shop process improvements and offering proactive business planning with a focus on the customer experience.

Requirements

• High school diploma or General Equivalency Diploma (GED) is required.
• A minimum of 2 to 4 years of automotive experience required; current ASE certification is preferred but previously certified individuals will be considered.
• Field-related management experience is preferred.
• Must have dealership experience.
• Ideal experience: Assistant Manager, Shop Foreman.
• Highly motivated, adaptive, and autonomous with the ability to deliver results.
• Ability to travel locally to dealerships within a designated area.
• Ability to analyze and document vehicle case updates using Microsoft Excel.
• Ability to communicate technical information to all levels.
• Ability to analyze data and create custom reports using provided templates.
• Ability to effectively use MS Word, Excel, and PowerPoint.
• Ability to work independently and manage a progressive workload in a fast-paced environment.

Benefits

• Full-time position with benefits effective the first of the month following 30 days of employment.
• Benefits include Health, Rx, Dental, Vision Insurance, 401k Savings Plan, Health Savings Account, Disability Insurance plans, and employee discounts.
• Hybrid work environment: 3 days field work with local travel and 2 days work from home per week on average with little to no weekend work.
• Monthly paid car allowance.
• Paid standard US holidays and paid vacation time.

Pay

A reasonable estimate of the current annual range is $90k to $115k based on current experience.