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Title: Service Process Consultant
Location: Midwest (IL, IN, MI, OH), US
Job Type: Full-time with Benefits
Who We Are
For more than 25 years, MSX International has been a dedicated partner to leading automotive brands around the world. We support them in transforming their businesses and in managing their operations across the areas of Customer Experience, Repair Optimization, Learning and Insights. We focus on helping our clients generate more value for their customers. With over 5,000 employees based in more than 80 countries worldwide, our teams provide industry-leading expertise. We have combined our deep industry expertise with cutting-edge technology solutions to help our automotive clients increase revenue and reduce costs, while enhancing operational efficiency and improving customer satisfaction. Our goal is to help our customers reach their full potential and to excel as their global partner of choice.
Summary
MSX International is currently seeking candidates to function as a Subject Matter Expert that will support dealership profitability improvement through Mazda Priority Focus Items including Digital Service Inspections, Service Scheduler, shop capacity, shop workflow, average appointment lead time, profitability studies, service sales conversion, CX and retention.
Day to Day Responsibilities
- Learn and understand all Mazda methods for extracting KPI and information required to stay current with Mazda Priorities.
- Weekly in-store consulting and training visits
- Contribute to monthly MNAO Program Manager calls with other SPS on current business conditions and improvement process toward goals for your Region.
- Troubleshoot Dealer current performance with Mazda KPIs to prepare for Dealership Visits to consult on successes and improvements as necessary.
- Utilizing MNAO feedback, potential technology opportunities and field tools
- Partner with MNAO Regions teams (RAM’s/ZM/DSM) to prioritize high impact / high potential Dealers for improvement through dealership consultation and training visits.
- Work with regions to improve inspection video quality.
- Video Inspection review and assessments
- Feedback to regions and Dealers
- Conduct training with DSM, Service Managers, Techs and Advisors onsite
- Focus on SPS efforts on Dealer critical regional successes (directed by RAMs)
- Ongoing Field collaboration with regional field teams
- Shop Dispatch / loading
- 100% Mazda Program utilization
- Service Sales conversion
- Customer satisfaction (CX360)
- Service retention
- Average Appointment Lead Time
- Dealer efficiencies to promote increased throughput and shop capacity optimization
- Train Dealer personnel and MNAO’s field MSS process improvement and modern best practice
- All other support functions to support Region profitability as directed by RAMs.
- 50%-75% Travel required.
What you bring
- Expert level understanding of automotive digital and fixed operations processes
- Establishes rapport with others by initiating and leading conversations to make others feel comfortable. Considers the impact of customers in the decision-making process.
- Excellent communication skills; Must be a good listener as well as a good communicator both in person and over the phone. Must have appropriate writing skills when communicating messages and reports.
- Must be computer literate and have high level experience with Microsoft Office products including WORD, EXCEL and POWERPOINT.
- Is creative in problem resolution and demonstrates the ability to think “out of the box”, makes it a priority to solve customer issues.
- Ability to overcome objections and obstacles during day-to-day activities.
- Can develop presentations and deliver those presentations to Executive Management.
- Ability to train groups or individuals as required.
- Demonstrates a friendly and positive attitude with customers and co-workers.
- Must be able to multi-task in a busy environment. Able to work independently and with other team members.
- A college degree (Associate’s or Bachelor’s) is preferred.
- Automotive Dealership Fixed Operations Experience Preferable Service Manager, District/Regional Fixed Ops Manager, Fixed Ops Consultant and/or Fixed Ops Trainer.
- Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.
MSX International is an Equal Employment Opportunity Employer committed to employing a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veteran status, age, or any other characteristic protected by law.
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