Service Lane 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 clients transform their businesses and 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 tailored, sustainable, and innovative solutions to optimize operations and captivate customers.

About the role

MSX International is seeking Subject Matter Experts to support Field Service Development Managers in assigned regions. This position requires 90% travel time.

Responsibilities

• Implement service strategies with dealership personnel to grow the business, increase dealer profitability, customer satisfaction, and customer service retention.
• Implement, train, and monitor dealers on service lane processes.
• Become a center of expertise with service lane tools: 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 of assigned dealers 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 ensure cross-communication of dealer process changes and improvement opportunities.
• Share best practices, ideas, success stories, and analysis techniques via the SDM forum.
• Complete other special assignments as necessary.

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.
• Establishes rapport by initiating and leading conversations to make others feel comfortable.
• Considers the impact of customers in decision-making.
• Excellent communication skills; must be a good listener and communicator both in person and over the phone.
• Appropriate writing skills for communicating messages and reports.
• Computer literate with experience in Microsoft Office products.
• Appreciates challenges and seeks new learning experiences.
• Creative in problem resolution and demonstrates ability to think “out of the box.”
• Prioritizes solving customer issues.
• Ability to overcome objections and obstacles during daily activities.
• Can develop and deliver presentations to small groups.
• Ability to train groups or individuals effectively to ensure retention.
• Overall knowledge of how different departments within an automotive dealership interact.
• Understands the importance of good customer service and consistently demonstrates it.
• Confident in abilities and skills; demonstrates a friendly and positive attitude with customers and co-workers.
• Able to multi-task in a busy environment.
• Works independently and collaboratively with team members.
• Assertive individual with high energy for a selling environment.

Skills

• Sales experience 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).
• Knowledge of Dealership Management Systems (DMS) and their operation and integration.