Service Lane Consultant

About the Role

MSX International is seeking Subject Matter Experts to support Field Service Development Managers in assigned regions. This role focuses on implementing service strategies to grow business, increase dealer profitability, and improve customer satisfaction and retention.

Responsibilities

• Implement service strategies with dealership personnel to enhance business growth, dealer profitability, customer satisfaction, and service retention.
• Train and monitor dealers on service lane processes, including tools like Service Workbench (SWB) and Online Service Scheduling (OSS).
• Assist dealers in improving LOF/MPVI cycle times to under an hour.
• Meet defined metric goals for assigned dealers within a geographic area.
• Track metric progress and evaluate new candidates for service strategy implementation.
• Ensure dealer processes are in place to gather local competitive data.
• Ensure proper Business Development Center (BDC) service department integration.
• Interface with District Sales, Service, Parts, and Zone management to communicate process changes and improvement opportunities.
• Share best practices, ideas, success stories, and analysis techniques via the SDM forum.
• Complete other special assignments as necessary.

This position requires 90% travel time.

Requirements

• High school diploma or General Equivalency Diploma (GED) is required.
• College degree (Associate’s or Bachelor’s) is preferred but not required.
• Previous automotive experience, with 1 year of fixed operations or equivalent experience.
• Excellent communication skills, both verbal and written, including the ability to listen effectively.
• Computer literacy with experience in Microsoft Office products.
• Strong interpersonal skills, including the ability to establish rapport and consider customer impact in decision-making.
• Creative problem-solving skills and the ability to think "out of the box" to resolve customer issues.
• Ability to overcome objections and obstacles in daily activities.
• Experience developing and delivering presentations to small groups, as well as training individuals or groups effectively.
• Overall knowledge of how different departments within an automotive dealership interact.
• Understanding of the importance of good customer service and a commitment to demonstrating it.
• Confidence in personal abilities and skills, with a friendly and positive attitude toward customers and co-workers.
• Ability to multi-task in a busy environment and work both independently and as part of a team.
• Assertive individual with high energy, suited for a selling environment.

Skills

• Sales experience, particularly in selling products and services, is valuable.
• Knowledge and operation of service tools used in dealerships (e.g., Service Workbench, Service Edge, Xtime service scheduling).
• Understanding of Dealership Management Systems (DMS) and their operation and integration.